AccountId: 011433970860
ContactId: 6ddc9df4-ba97-43a8-bd36-bfda5e031c31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189419 ms
Total Talk Time (AGENT): 96128 ms
Total Talk Time (CUSTOMER): 71467 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/6ddc9df4-ba97-43a8-bd36-bfda5e031c31_20250513T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Doctor [PII]'s office.
[CUSTOMER][NEGATIVE] And I called regarding my patient's eligibility and was told, I mean, I gave them all the information that we have and was told that she was eligible, so we filed her claim, but now we got something back saying they can't, you can't find her in your system.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 00, interesting. OK, well we will get her pulled up. I'll make sure that I found her, um, we'll get some further information regarding that um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then do you have the policy number?
[CUSTOMER][NEUTRAL] 614691
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, so I've got a different first name for this number.
[CUSTOMER][NEUTRAL] Um, does she get by [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, because her middle initial is [PII] and that is on the.
[CUSTOMER][NEUTRAL] That is on the um.
[AGENT][NEUTRAL] OK, this is the only information we have as [PII]. I don't have a middle name or anything or I guess that's the middle name, um, OK, so what, so we're just needing to check you filed a claim and that was the response that you got was that the member wasn't found, is that right?
[CUSTOMER][NEUTRAL] Yeah, it says in order to help us find the member.
[CUSTOMER][NEGATIVE] Uh, however, we're unable to locate the correct policy.
[AGENT][POSITIVE] Interesting, um, I.
[CUSTOMER][NEUTRAL] But I sent a copy of the actual claim with all of her information on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, because I mean I do see her, the only difference was of course that we have her as [PII], um, what was the date of service for this client, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, I don't have anything for that date of service. Uh, last date of service I have for this number is [PII]. So if you would go ahead and resubmit that information, um, I do have a, uh, mailing address, fax number and a payer ID, uh, just to make sure that all of that information is correct.
[CUSTOMER][NEUTRAL] Um, I have the fax number. The payer ID I have is 60801.
[AGENT][NEUTRAL] That's correct, yes, OK, um, I would, I mean, I don't see that it would really make a difference, um, but I mean if you, the fact that it's [PII], everything else is right.
[CUSTOMER][NEUTRAL] I'll try that and see if that works.
[AGENT][NEUTRAL] OK, sorry for all the confusion that's definitely strange.
[CUSTOMER][POSITIVE] That's OK. Thank you very much.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you. Have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.