AccountId: 011433970860
ContactId: 61d958fd-4c84-4dbe-9677-66b147a6e795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194929 ms
Total Talk Time (AGENT): 56502 ms
Total Talk Time (CUSTOMER): 86282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/61d958fd-4c84-4dbe-9677-66b147a6e795_20250107T18:52_UTC.wav
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[AGENT][NEUTRAL] IPL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm from a provider's office and I'm looking for claim status please.
[AGENT][NEUTRAL] OK, I can help you with claim status and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] That is D as in dog, 476-91435.
[AGENT][NEUTRAL] OK, that wouldn't be the policy number. If you have a copy of their insurance card, it will be listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me get it up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, it just says employee ID employee name, medical coverage.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Let me check, yeah, the claim of the uh card does not have it just has employee ID number. OK. Oh, cute, we don't have the social either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] And the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm not having that name come up in our system. Do you know if they're the policy holder or dependent?
[CUSTOMER][NEUTRAL] Uh, they're the policy holder.
[CUSTOMER][NEUTRAL] Yeah, I'm wondering if it's even with your company because you said your company is APL and the card says that the company has benefits on a card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, which they most likely have a multi-plan and they could have different other coverage benefits. Um, I can connect you over there to them, but you will also need their social.
[CUSTOMER][NEUTRAL] Yeah, I've got nothing. I mean the card says benefits in a plan or 90 degree benefits and like I said, you know, when I call the number on the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then it's press 1 for this, press 2 for that. It's very confusing, you know, which one goes with what and everything like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me get you some, let me get you some assistance regarding that. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.