AccountId: 011433970860
ContactId: 470684e9-8c95-4004-bf54-339f3f97c9e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416920 ms
Total Talk Time (AGENT): 150010 ms
Total Talk Time (CUSTOMER): 199884 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/470684e9-8c95-4004-bf54-339f3f97c9e3_20250424T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from provider's office. Can you please help me with the claim status?
[AGENT][NEUTRAL] I can. May I have your name again?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. All right, [PII], I can help you. And my name is [PII]. I'm sorry, I'm a bit hoarse. Um, do you have a policy number for me?
[CUSTOMER][NEUTRAL] Yes, I do have and uh it is 00.
[CUSTOMER][NEUTRAL] 251-375-5
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. Give me just a moment. Let me pull that information up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, can I have that number again, please? I think I wrote something down wrong.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, the policy ID is 002513755.
[AGENT][NEUTRAL] OK, that's one too many digits to be one of our policies. Um, do you have anything that says certificate number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which number?
[AGENT][NEUTRAL] OK, is that a member number right there?
[CUSTOMER][NEUTRAL] So, you're unable to pull the patient with this ID?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me try one more time. Let me try a different way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, it is 002513755.
[AGENT][NEUTRAL] And what is the name of the patient?
[CUSTOMER][NEUTRAL] The last name is [PII]. First name is [PII]. Can I spell it for your convenience?
[AGENT][NEUTRAL] Please, please.
[CUSTOMER][NEUTRAL] The, the, the first name is, uh sorry, the last name is [PII], and the first name is [PII].
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] OK, let's spell that first name. Just spell the first name for me again, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah, sure. The first name is [PII].
[AGENT][POSITIVE] Thank you so much. OK. All right, let me see if I can find uh Miss [PII] by her name. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, you can.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I think I may have found the policy. Give me just one moment. Let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] All right, let's, I'm not sure that I have found the correct pop person. OK, let's, uh, verify [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Do you have her date?
[AGENT][NEUTRAL] Uh, do you have the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth. Uh yes, I have. And it is [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. That's what we have. Let's try verifying, um, or let's do verify if we can her address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the address is um
[AGENT][NEUTRAL] If you have it
[CUSTOMER][NEUTRAL] As I do have, um.
[CUSTOMER][NEUTRAL] It is [PII], ZIP code [PII].
[AGENT][POSITIVE] All right wonderful OK and what is.
[AGENT][NEUTRAL] What is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That for the claim
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] So this year, OK, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me take a look at something real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing that we do not have [PII] covered for that, that period.
[AGENT][NEGATIVE] She does not have an active coverage with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're unable to pull the patient. OK.
[AGENT][NEUTRAL] She may want to get in touch with her.
[AGENT][NEUTRAL] Yes, she may want to get in touch with her uh her benefits department.
[CUSTOMER][NEUTRAL] OK. Uh, thank you, ma'am, for your assistance. Can I have your, uh sorry, call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK. It is um my Lisa, but L I S A.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The letter E as in Echo.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 04.
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 25.
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much, [PII], for your patience.
[AGENT][POSITIVE] Well, thank you, Ms. [PII], for calling APM. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I