AccountId: 011433970860
ContactId: 7ddef1f1-0bf2-4577-9bf4-5d8e2e369110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247199 ms
Total Talk Time (AGENT): 80679 ms
Total Talk Time (CUSTOMER): 83357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7ddef1f1-0bf2-4577-9bf4-5d8e2e369110_20250109T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office checking on claims.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Oh, I have just one.
[AGENT][NEUTRAL] All right. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, the callback number is [PII] is the extension. And we have uh the policy number D as in Delta 47669423.
[AGENT][NEUTRAL] Alright, and do you have a copy of the member's ID card available?
[CUSTOMER][POSITIVE] Ah yes, I do.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um, I have that ID number only here.
[AGENT][NEUTRAL] OK, do you have the member's full social?
[CUSTOMER][NEUTRAL] Social, yeah, I do that [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the um policies to populate. And can you verify the member's first and last name? just so I know this is the correct person.
[CUSTOMER][NEUTRAL] Uh yes. Uh, the number is [PII].
[AGENT][NEUTRAL] OK, and is this for their medical or dental policy?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth, that's [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $331 even.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] this
[AGENT][NEUTRAL] So I'm not showing
[CUSTOMER][NEUTRAL] Uh, can I get your name?
[AGENT][NEUTRAL] Yes, my name is [PII], the [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you need the first initial to my last name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] like
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm not showing any claims on file for [PII] for the insured.
[CUSTOMER][NEUTRAL] Mm, I have the claim number. Could you please check with that?
[AGENT][NEUTRAL] Sure, what's the claim number?
[CUSTOMER][NEUTRAL] I have 202-411.
[CUSTOMER][NEUTRAL] 250
[CUSTOMER][NEUTRAL] 107.
[AGENT][NEUTRAL] OK, he may have a major insurance company, um, like Blue Cross Blue Shield, Aetna, he may have another insurance that was billed, but this is not an APL claim number and there's no claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With us.
[CUSTOMER][NEUTRAL] Yeah