AccountId: 011433970860
ContactId: 7f1247e9-c6fb-4a82-b548-ea868277cb80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304609 ms
Total Talk Time (AGENT): 106176 ms
Total Talk Time (CUSTOMER): 124719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7f1247e9-c6fb-4a82-b548-ea868277cb80_20250221T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, sure. I can assist you.
[CUSTOMER][NEUTRAL] Could you spell your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. That initial is [PII], and may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, it's super spelled like [PII] with my first name, first initial is [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure. Uh, the callback number is [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The patient's policy number is 01482184.
[AGENT][NEUTRAL] Thank you. One moment. Let me pull this information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, then, um,
[AGENT][NEUTRAL] I don't, I don't see that name listed um.
[AGENT][NEUTRAL] Can you verify the policy number one more time?
[CUSTOMER][NEUTRAL] 01482184.
[AGENT][NEUTRAL] Yeah, that's what I have. And you said the name is [PII]?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] With the date of birth of [PII]. I, I think, actually, I just know, uh just call the same number and I spoke with another rep named [PII]. The rep states that uh for this member ID there are two patients uh without [PII]. I think you can check with the name of [PII], is it, is, is that the policyholder for the plan?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what is the um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, do you have the date of birth for [PII]?
[CUSTOMER][NEUTRAL] Sorry, I don't have a date of birth for [PII].
[AGENT][NEUTRAL] You don't have the date of birth for [PII].
[CUSTOMER][NEUTRAL] OK. Since under this plan, under the given member ID there is no coverage for [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't see how they're listed no.
[CUSTOMER][NEUTRAL] OK. OK. Also, uh, [PII] given another member ID. Can I provide that? Could you please check, is that the, uh, right coverage for the patient? Can I go ahead with the member ID?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 1,603,230.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] What is what is
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And, um.
[AGENT][NEUTRAL] Go ahead with the date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so yeah, this one is [PII]. Uh, now, what is the last name on this one?
[CUSTOMER][NEUTRAL] I think the last name for the patient is uh [PII], right?
[AGENT][NEUTRAL] [PII], OK, yes. OK. Yes, so that is uh the policy for [PII]. The other uh policy is not, she's not listed on that policy.
[CUSTOMER][NEUTRAL] OK. So, on that plan, the patient's plan was to [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So I can provide the uh uh SSN number, uh, Social Security number. Could you please check, is there any coverage for [PII] uh at present?
[AGENT][NEUTRAL] OK, go ahead with the, mhm, yeah.
[CUSTOMER][NEUTRAL] Be able to check that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] You know to go find those.
[AGENT][NEUTRAL] No, that is the last policy we have listed for her.
[CUSTOMER][NEUTRAL] OK, there is no other insurance on file for this patient after the [PII], right?
[AGENT][NEUTRAL] There's no other policies with us and we cannot see if she has any other out there that are not with us, but yeah, that's the last one with us.
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. Yeah, that's all for today. And can I have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today state if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great rest of the day.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day. Bye bye.