AccountId: 011433970860
ContactId: 896bf077-b280-471f-9a95-211cffaf0637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371019 ms
Total Talk Time (AGENT): 112736 ms
Total Talk Time (CUSTOMER): 121654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/896bf077-b280-471f-9a95-211cffaf0637_20250407T14:23_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] Uh, yes, [PII], this is [PII] calling from West Virginia University, and I'm checking on a claim.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I'm showing 751-7005.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, that's not an APL policy number. Um, do you have the ID card available?
[CUSTOMER][NEUTRAL] And let me see if it shows.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I'm not even sure that says let's say.
[CUSTOMER][NEUTRAL] Please send bills to IMA group.
[CUSTOMER][NEUTRAL] Are you like the IMA?
[AGENT][NEUTRAL] Well, no, this is APL, we work with IMA, um.
[AGENT][NEUTRAL] IMA kind of does like a reprocessing on some of our, depending on the type of policy they have.
[AGENT][NEUTRAL] For us.
[CUSTOMER][NEGATIVE] Yeah, cause the the copy of the thing, it's not giving me.
[CUSTOMER][NEUTRAL] I don't know where they got this thing from because they copied like.
[CUSTOMER][NEUTRAL] Part of the card.
[AGENT][NEUTRAL] Oh well, no worries. Um, do you have the member's full social? I can look the policy up that way.
[CUSTOMER][NEUTRAL] Yeah, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, this is not it. And last name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, I, and you said the first name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah, I don't see a policy with the social. I'm looking at the first and last name now. I don't.
[AGENT][NEUTRAL] Well is there anything else?
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] And I don't see a [PII].
[AGENT][NEUTRAL] Either.
[AGENT][NEUTRAL] Um, on the card, do you see anywhere that says policy cert number?
[CUSTOMER][NEUTRAL] Provide them over.
[CUSTOMER][NEUTRAL] No, because like I said, I don't think they copied this patient's insurance card right.
[CUSTOMER][NEUTRAL] It just said to bill it to the IMA group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, we can definitely search more for you. We just need some, uh, more information, but I don't see anything with what we have.
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] Yeah, I'm not uh.
[CUSTOMER][NEUTRAL] If this is even the right, yeah, I don't, I don't know like I said this is the number they have on the account plus you know the billing of IMA.
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][POSITIVE] Mhm, that's correct.
[AGENT][NEUTRAL] Well, I can also, um, do you know the name of the employer? I can try to look them up through their employer.
[AGENT][NEUTRAL] And see maybe if.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Let me see if I got the lawyer.
[CUSTOMER][NEUTRAL] I think it states on there.
[CUSTOMER][NEUTRAL] Yeah, that's the doctor.
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Oh brother.
[CUSTOMER][NEUTRAL] Let me see if it gives me any.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Trying to see if it gives me an employer.
[CUSTOMER][NEUTRAL] Mailing address.
[CUSTOMER][NEGATIVE] No, it's not giving me anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going to have to reach out to the patient to see exactly where his claims should be going.
[AGENT][NEUTRAL] Yes, um, but if you do get in contact with them, if they do have an APL policy card or policy ID, we're looking for the policy certificate number, just like a 01 or 02.
[CUSTOMER][POSITIVE] OK, alright, and I appreciate your help. Uh, can I just get a reference for our call?
[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] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, not at this time, thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.