AccountId: 011433970860
ContactId: 77839d01-26e3-4277-a112-2d6ac5d31f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440600 ms
Total Talk Time (AGENT): 124302 ms
Total Talk Time (CUSTOMER): 140179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/77839d01-26e3-4277-a112-2d6ac5d31f96_20250304T15:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm from provider office checking on claim status.
[AGENT][NEUTRAL] OK, well, I'll be more than
[CUSTOMER][NEUTRAL] Uh, can I get your good name?
[CUSTOMER][NEUTRAL] Can I get your good name, once again, please? It's spelled [PII]. Is it [PII]?
[AGENT][NEUTRAL] My name is
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And to me, may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Contact number.
[CUSTOMER][NEUTRAL] OK. So my callback number is [PII].
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] With extension [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, what did you want?
[AGENT][NEUTRAL] The member's policy number?
[CUSTOMER][NEUTRAL] OK, just a moment, please.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it is 565467518.
[AGENT][NEUTRAL] And that's the APL policy number?
[AGENT][NEUTRAL] Or is that their social?
[CUSTOMER][NEUTRAL] No, uh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Is that their social security number or their policy number? Um, the APL policy number usually starts with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. Just a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As it is, at last there is 8. At the beginning, there is 5.
[CUSTOMER][NEUTRAL] Can I repeat again? Uh, could I, should I repeat again?
[AGENT][NEUTRAL] No, I, I have the claim number. What I'm saying to you is this is not an APL claim I'm sorry, this is not an APL policy number.
[AGENT][NEUTRAL] Do you have the member's ID card there with you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] On the ID card
[CUSTOMER][NEUTRAL] Member ID card, sir.
[CUSTOMER][NEUTRAL] Just a moment while I
[CUSTOMER][NEUTRAL] Check. Yes, that is uh I have ID card.
[CUSTOMER][NEUTRAL] OK. So the policy number is 1301360272.
[AGENT][NEUTRAL] 1360272
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim and the total bills?
[CUSTOMER][POSITIVE] Thank you for that and I'll
[CUSTOMER][NEUTRAL] OK. So the, the date of service is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] And the bill amount is $1,067 even.
[AGENT][NEUTRAL] OK, so, um, I'm not showing that there's a claim on file and also this policy was not active on the data service. This policy was active from [PII] and there were no other um policies here with APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it does we have any other, other insurance policy?
[CUSTOMER][NEUTRAL] Ava?
[AGENT][NEUTRAL] Um, if they, so it, it's not with APL if they do have other insurance.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello? Yes. So the patient does not have any other insurance policy, yes?
[AGENT][NEUTRAL] Correct, with APL, they may have other insurance, but not with APL.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, did you have any information about that, about other insurance?
[AGENT][NEUTRAL] No, you will have to reach out to the member to see if they have any other insurance.
[AGENT][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] Uh, what?
[AGENT][NEUTRAL] I was just saying, but with APL, um, this is the only policy that they had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, and uh can I get your uh reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] How what? [PII] in?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The first initial to my last name, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for convenience.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Hello, you also have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.