AccountId: 011433970860
ContactId: 7655e0c9-f90c-41ce-8647-dcbedf3694b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217240 ms
Total Talk Time (AGENT): 94526 ms
Total Talk Time (CUSTOMER): 108113 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/7655e0c9-f90c-41ce-8647-dcbedf3694b6_20250205T15:31_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] with the University of Kentucky, and I was calling to see if I can check status of the claim.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that claim status. What is the callback number?
[CUSTOMER][NEUTRAL] OK, it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, it is, uh, she didn't, or he didn't have a card, but this is what he gave us, um, D as in Delta, 42031488.
[AGENT][NEUTRAL] OK, now that is not our policy number, that is for um 90 degree benefits, but I can check to see if he has a policy with us. What is the patient's last name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And he does have.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] A medical policy with APL.
[AGENT][NEUTRAL] His medical ID number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And effective date is [PII].
[CUSTOMER][NEUTRAL] OK, I can get that.
[CUSTOMER][NEUTRAL] OK, so the number I had the ID numbers wrong and then his policy didn't start until [PII] because the claim I have is for December so that's not gonna be active at that point, it sounds like.
[AGENT][NEUTRAL] Let me see if he had any, yeah, he had no other coverage.
[AGENT][NEUTRAL] Nothing prior to [PII]. Now, the policy number that you had, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me verify your oh.
[CUSTOMER][NEUTRAL] Mhm, no, go ahead. I'm sorry, go ahead.
[AGENT][NEUTRAL] The policy number that you had is for um 90 degree benefits. Now I can get you to the to them to see if he had active coverage for that data service. Now those benefits are primarily for wellness or preventive services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because we do have um let me see if that's what it is no it's not so, um, and we have access to their portal and he doesn't even come up on their portal so I'm not sure. I think what I'm gonna do is resubmit this or put the effective date in here and then this is gonna go to the patient since this coverage isn't active this looks like he was there for some medical issues that for a doctor's visit.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Not just preventive care, so yeah, OK, let me just verify your address though if he has any claims going forward, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We have OK we have [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, OK, well that's all I needed then and I guess I just need a call reference number if you have one.
[AGENT][POSITIVE] It's gonna be my name in today's date, and I spell my name [PII], it was a pleasure to assist you and thank you for calling API.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome and I hope you have a lovely day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.