AccountId: 011433970860
ContactId: 8ac52e58-c2bf-4732-93f1-d3c27d38fa31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1000750 ms
Total Talk Time (AGENT): 144001 ms
Total Talk Time (CUSTOMER): 247085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8ac52e58-c2bf-4732-93f1-d3c27d38fa31_20250602T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah, hi, [PII], this is [PII]. I'm calling from Blanchard Valley Regional Health. I need to check on a claim status.
[AGENT][NEUTRAL] Sure I can help you with claim status. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] The member's policy number is
[CUSTOMER][NEUTRAL] D as in Delta 476-868-19.
[AGENT][NEUTRAL] Do you have um a different policy number or it might show, um,
[AGENT][NEUTRAL] A certificate number?
[CUSTOMER][NEUTRAL] All right. Do you want me to check on the policy number again?
[AGENT][NEUTRAL] Uh yes, please. It, it shouldn't have a number at the beginning of it, um.
[CUSTOMER][NEUTRAL] All right, just give me 2 minutes.
[AGENT][NEUTRAL] It might start in a 0.
[CUSTOMER][NEUTRAL] Yeah, can I repeat the number?
[AGENT][NEUTRAL] Hm, it might start with a 01 or 02 maybe? Do you see any number like that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, sorry, I don't have any other number. Actually, in the insurance card, it is starting with D.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D. 476-868-19. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have their social security number?
[CUSTOMER][NEUTRAL] Yeah, sure, just a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the SSN number is [PII].
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And what is the last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Is that the first name or the last name?
[CUSTOMER][NEUTRAL] Last name.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] All right. Just give me a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But it's [PII], that is the full name.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh, can you take
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] No, it's not [PII], it's [PII]. Can I spell it?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not able to pull them up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just give me a moment, please.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, please give me 2 minutes.
[CUSTOMER][NEUTRAL] Yeah, hi, hello. So on my system, it is showing it is the only insurance and it's the only member ID showing. All right, then, uh, can you help me with another patient?
[AGENT][NEUTRAL] Sure, do you want me to give you the number um to IMA for that last patient and you can check on their you can check on the claim through them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, sure. Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be 1800.
[AGENT][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let them know that we weren't able to pull them up.
[CUSTOMER][NEUTRAL] All right. Actually, with the same number I have that.
[AGENT][NEUTRAL] Yeah, yes, and then you'll click option 1 instead of option 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. OK, sure. Yeah.
[AGENT][NEUTRAL] OK, and what's the next patient?
[CUSTOMER][NEUTRAL] Uh, just a minute.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If the next patient is [PII]. Can I tell the member ID?
[AGENT][NEUTRAL] Um, yes, what's the certificate number?
[AGENT][NEUTRAL] For the member ID.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] You want the yeah, you want the SSN number?
[AGENT][NEUTRAL] Um, well, do they have a policy, uh, a policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And what is it?
[CUSTOMER][NEUTRAL] Yeah, the policy number starts with D actually. D as in Delta 47670743.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was that the member ID number?
[CUSTOMER][NEUTRAL] Yeah, this is the member ID.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, OK, I just want to make sure, um, and what is their social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes, yes. Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is their last name?
[CUSTOMER][NEUTRAL] Yeah, just a minute. It's [PII].
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy holder's name?
[CUSTOMER][NEUTRAL] Uh, yes. Yeah, this is the policyholder's name.
[AGENT][NEUTRAL] It is OK, that is the policy holder, OK, just making sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In just a moment while I try to look them up for you.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I'm not showing a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So you can't able to pull up the patient?
[AGENT][NEUTRAL] You have another patient?
[CUSTOMER][NEUTRAL] OK. I don't have another patient. Actually, I have the, another dot for the same patient.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Yeah, can you just give me 2 minutes, please? Can I put your call on hold?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, cross very everything, yeah.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, hi, thank you for being on the hold.
[CUSTOMER][NEUTRAL] Um, actually, upon checking on my system, uh, I don't have any other uh information regarding this. I need to check, double check up on my system. All right. Thank you so much for assisting. Can I get the call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][NEUTRAL] All right, [PII], right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Yeah, thank you so much.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.