AccountId: 011433970860
ContactId: 450936ac-87ea-4f78-9c68-3110facea244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233440 ms
Total Talk Time (AGENT): 84208 ms
Total Talk Time (CUSTOMER): 117226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/450936ac-87ea-4f78-9c68-3110facea244_20250220T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from provider's office. I need to check um patient uh benefit information.
[AGENT][POSITIVE] Sure, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. No problem. That is [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm, yes, that is 02.
[CUSTOMER][NEUTRAL] 512443.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Sure, that is, um, [PII].
[CUSTOMER][NEUTRAL] Uh, yes, entry.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. Now if you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. That was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK. OK, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 11208709.
[CUSTOMER][NEUTRAL] But in my, in my end, I have one more uh policy number is found.
[CUSTOMER][NEUTRAL] Um, that is.
[AGENT][NEUTRAL] Uh, for this number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you please check the number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. That is 353.
[CUSTOMER][NEUTRAL] 64
[CUSTOMER][NEUTRAL] 86 9 97.
[AGENT][NEUTRAL] OK, that's gonna be too long to be one of our policy numbers, [PII]. I did check to see if she had any additional policies with us and she did have several, but they are all terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. OK, fine. Um, OK. Uh, I actually specific question for this patient. Um, we have received the UB's stating like that. Our records indicate that premium for the service dates was not received. Therefore, benefits are not payable. If premium is being paid through the COBRA, please contact us. So, this is the uh information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, what was that claim number?
[CUSTOMER][NEUTRAL] Mm, yeah, one second. Yeah, that is 352.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9961.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so that's essentially the same as this policy we've not received premium for it, so that's why it did terminate [PII], so we've not received anything additional for this policy.
[CUSTOMER][NEUTRAL] OK. So you don't receive any premium from the patient, so that's why you ignite, right?
[AGENT][NEUTRAL] Correct, it's the policy is no longer active.
[CUSTOMER][NEUTRAL] OK, that's great. OK, I will check with my patient. Uh, for a document purpose, could you please delete your name?
[AGENT][NEUTRAL] Yeah, uh, it's [PII]
[CUSTOMER][NEUTRAL] OK. Can I, uh, do you have any
[AGENT][NEUTRAL] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah, you do you have any reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, OK, [PII], thank you for assisting me. You have a wonderful day.
[AGENT][POSITIVE] Of course. You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Bye. Take care.