AccountId: 011433970860
ContactId: 558b39b5-bedb-4ab7-ac0a-034f30bd8926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208660 ms
Total Talk Time (AGENT): 57809 ms
Total Talk Time (CUSTOMER): 65122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/558b39b5-bedb-4ab7-ac0a-034f30bd8926_20250624T18:24_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 was calling because I received an an explanation of benefits and it said that the patient could not be, oh, it says.
[CUSTOMER][NEUTRAL] Um, patient could not be found, so I was just calling to, um, kind of confirm things.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Um, do you have the last name of the patient or social?
[CUSTOMER][NEUTRAL] Yes, uh, last name is [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Of the patient and then.
[CUSTOMER][NEUTRAL] Uh huh. [PII], yes ma'am.
[AGENT][NEUTRAL] OK, and then did you have the social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the patient's first and last name?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like the policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy number is 2356732.
[AGENT][NEUTRAL] And then we've got the insured as [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about her data service [PII].
[CUSTOMER][NEUTRAL] I have an EOB here from you guys.
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] Yes ma'am, since we're waiting information to confirm eligibility for benefits in a card.
[AGENT][NEUTRAL] Oh, OK. I thought you said that you could, uh, couldn't, we couldn't locate the patient. OK, um, let me see.
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Um, yeah, so we are waiting on eligibility from the employer of the insured.
[AGENT][NEUTRAL] So once we receive the eligibility update we can process the claim they send the files on a weekly basis so.
[CUSTOMER][NEUTRAL] Oh OK, OK, so, so once you guys get that then you guys will automatically reprocess this claim?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright ma'am alright well then I will just be patient and give it another few weeks. Thank you so much for the information.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.