AccountId: 011433970860
ContactId: 4d755447-5e78-4a26-a785-ff11c33a1257
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 683940 ms
Total Talk Time (AGENT): 106182 ms
Total Talk Time (CUSTOMER): 258207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/4d755447-5e78-4a26-a785-ff11c33a1257_20250522T22:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, my name is [PII]. Um, hello. Hi, thank you so much for helping me um.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling you from the provider's department. So I need to check the claim status. So,
[CUSTOMER][NEUTRAL] Could you help me with that thing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it will be [PII].
[CUSTOMER][NEUTRAL] 463.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] It will be 670-104.
[CUSTOMER][NEUTRAL] 036.
[CUSTOMER][NEUTRAL] Do you.
[AGENT][NEUTRAL] And the patient's first and last name?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name will be [PII] Last initial will be [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, last name was [PII] I'm sorry, what was the rest of it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Like Nancy.
[CUSTOMER][NEUTRAL] A as in Alpha. R as in Romeo. C as in Charlie. I as in India. S as in Sam.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] And the first name was [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, [PII].
[CUSTOMER][NEUTRAL] The first name as I told you.
[CUSTOMER][NEUTRAL] The last name will be [PII] again, [PII], again, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not able to pull up that name. Do you have a group number?
[CUSTOMER][NEUTRAL] OK. Group number. No, I don't have the group number.
[AGENT][NEUTRAL] Or a social
[CUSTOMER][NEUTRAL] Mhm. No.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Um, the social number and even the group number.
[AGENT][NEGATIVE] I'm not able to locate the.
[CUSTOMER][NEUTRAL] Any NPI number either tax ID number if you need it.
[AGENT][NEUTRAL] I can't, I can't look it up by that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, how about about that?
[AGENT][NEUTRAL] I can't look it up by that either.
[AGENT][NEUTRAL] Has to have a group name, first or last name, social security number, or the member ID.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You didn't find the correct name?
[AGENT][NEUTRAL] No, I, will you spell it one more time cause uh we've got different spellings there. What, what was it one more time?
[AGENT][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] OK. The first name will be
[AGENT][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] Last name, OK.
[CUSTOMER][NEUTRAL] It will be [PII].
[CUSTOMER][NEUTRAL] V as in Victor, A as in Alpha.
[CUSTOMER][NEUTRAL] [PII], again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah I'm not locating that name.
[CUSTOMER][NEUTRAL] OK. I have 2 the patient. Can you just go for check for that patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have another policy number or name?
[CUSTOMER][NEUTRAL] Yeah, I do have a policy number. It will be 02.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 762.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] And after that, it will be M as in
[CUSTOMER][NEUTRAL] M as in mango, and L as in London.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The name will be [PII] and the last will be [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I don't have a claim on file for that date.
[AGENT][NEUTRAL] Can you resubmit?
[CUSTOMER][NEUTRAL] OK, you don't have 5 for this date. OK, but we build on to, OK, we recently built this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just be. OK.
[CUSTOMER][NEUTRAL] Just hold on for a second.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can I have the payer ID along with?
[CUSTOMER][NEUTRAL] Your mailing address.
[AGENT][NEUTRAL] Yes, payer ID is 60801.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm done with this. OK, just bear with me for a second.
[CUSTOMER][NEUTRAL] Can I give, provide you the next.
[AGENT][NEUTRAL] You have another patient?
[CUSTOMER][NEUTRAL] Next policy number?
[AGENT][NEUTRAL] Yeah, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold up.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Policy number will be 01991170 ML8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The first name will be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last initial will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] The service for 12025.
[CUSTOMER][NEUTRAL] Total charge amount is
[CUSTOMER][NEUTRAL] $616.
[AGENT][NEUTRAL] I don't have any claims on file for that date.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no claim on file for that date?
[CUSTOMER][NEUTRAL] You do have this claim also.
[CUSTOMER][NEUTRAL] How it possible like disability the right insurance.
[CUSTOMER][POSITIVE] I can see the app with you.
[AGENT][NEUTRAL] Uh, the policy number you gave me is incorrect. I can give you the correct one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] 02448959
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. OK. Can you just forward me the call reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] OK. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] And have a
[AGENT][NEUTRAL] Bye bye.