AccountId: 011433970860
ContactId: 6173fc36-078b-4749-a8bf-7e91afa26bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213460 ms
Total Talk Time (AGENT): 81217 ms
Total Talk Time (CUSTOMER): 49477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6173fc36-078b-4749-a8bf-7e91afa26bcd_20250109T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from CJW Medical Center, and I was calling to um follow up on claim status.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. And just for my notes, can you spell your first name for me and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in David 476-922-06
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] I do not see that on this card. Is that on the front or the back of the card?
[AGENT][NEUTRAL] It should be on the front. Do you see APL to the top left?
[AGENT][NEUTRAL] Because that, the reason I'm asking is because that that policy that the number is for 90 degree benefits, but we can't use that here in our system. It says surge.
[CUSTOMER][NEUTRAL] No, it says surge.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I don't know what that is, um, but I can still look, I can try, do you have like the full social?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm not showing a policy with that social. What's their first and last name? I can try with the name.
[CUSTOMER][NEUTRAL] Um, [PII] is the first name. Last name is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try with the name. Hold on one second.
[AGENT][NEUTRAL] Yeah, I'm not showing a member. Um, let me ask you this. Did you call an [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII] the number that's on the card.
[AGENT][NEUTRAL] OK, the reason I'm asking is because some
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The reason I'm asking is because sometimes when you call that number, it'll redirect to APL even if they don't have a policy. So just call that number back but press 0 and you'll go straight to customer service.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright. You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.