AccountId: 011433970860
ContactId: 5e540572-e366-458f-809e-19edd18de4f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201440 ms
Total Talk Time (AGENT): 72575 ms
Total Talk Time (CUSTOMER): 60851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5e540572-e366-458f-809e-19edd18de4f9_20250606T17:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, um, I'm calling from the provider's office and I'm needing to get medical claim status. Am I in the right department?
[AGENT][NEUTRAL] I can assist with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] It is [PII] and what was yours again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And that's your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And what is that policy number?
[CUSTOMER][NEUTRAL] 176112 wait I don't think that that's it.
[CUSTOMER][NEUTRAL] Hang on
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's not it. I apologize. Hang on one second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And let me just repeat that to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm sorry it wasn't um claims I need to get eligibility.
[AGENT][NEUTRAL] OK, no problem, no problem, and may I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification, [PII]. Excuse me, and you're calling for eligibility and this member shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, and what is um where are claims sent to?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, claims are sent to IMA.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] 645-556
[CUSTOMER][NEUTRAL] And who's the network?
[AGENT][NEUTRAL] This policy participates in multi plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do I get a call reference number for a phone call?
[AGENT][NEUTRAL] No, but you can use my name and today's date. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] No, and that ID number is the correct ID number, right?
[AGENT][POSITIVE] Correct, the 2nd 1 you provided, yes.
[CUSTOMER][NEUTRAL] OK. And do you have a group number? Do they have a group number?
[AGENT][NEUTRAL] Yes, there is a group number one moment.
[AGENT][NEUTRAL] 70101.
[CUSTOMER][NEUTRAL] 70101.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you very much and you have a great rest of your day.
[AGENT][POSITIVE] You as well listen thank you for calling APL take care bye.
[CUSTOMER][NEUTRAL] Bye bye.