AccountId: 011433970860
ContactId: 46a0a0af-e48d-41c5-bab1-e20c96a484a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196779 ms
Total Talk Time (AGENT): 65147 ms
Total Talk Time (CUSTOMER): 62881 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/46a0a0af-e48d-41c5-bab1-e20c96a484a5_20250613T17:32_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Prevea Health. I'm hoping I'm at the right destination, but I'm looking to see if you can help me. Um, we have some claims denials that looks like you guys are needing some medical records, and I just need to know where to submit those to.
[AGENT][NEUTRAL] OK, excuse me, what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][POSITIVE] Thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 008526003.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. I'm sorry, give me one moment.
[AGENT][NEUTRAL] I can look the number up by name.
[AGENT][NEUTRAL] What is the member's last or patient's last name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][POSITIVE] Thank you and the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, I don't show Mr. [PII] in our system. Would you happen to have any other number to reference, please, or a social?
[CUSTOMER][NEUTRAL] Um, I can give you his social. It's gonna be [PII].
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as [PII]. 1 moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I do not show him in our system.
[AGENT][NEUTRAL] Um, now the number that you provided me, the 008 number, is that?
[AGENT][NEUTRAL] On his card, do you have the ID card available if possible.
[CUSTOMER][NEUTRAL] Well, we do, but it's like scan and it's very hard to read, so we're trying to figure out the who, what, where, why.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so, um, I think we're just gonna have to reach out to him and he's gonna have to get us this updated information.
[AGENT][POSITIVE] OK, I'm so sorry.
[CUSTOMER][POSITIVE] That's OK. Don't worry, but I appreciate your help. Um, do you by chance have a reference number that I can use for the call?
[AGENT][NEUTRAL] Uh, we do not use reference numbers. You can use my name, [PII], last initial [PII], and today's date, please.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][POSITIVE] Great thank you so much have a good day.
[AGENT][POSITIVE] You as well. Thanks for calling HL. Take care bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks bye.