AccountId: 011433970860
ContactId: 8ea774de-d838-4399-923a-6b4a26537f71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321109 ms
Total Talk Time (AGENT): 118604 ms
Total Talk Time (CUSTOMER): 109528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/8ea774de-d838-4399-923a-6b4a26537f71_20250314T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from urology Parts of [PII].
[CUSTOMER][NEUTRAL] And I need to check on a claim for a patient, please. I think she gave us the wrong insurance card anyway, but the lady before you said she gave us the insurance card to preventative or something. So I, I don't, you know, there might not even be a claim on file.
[AGENT][NEUTRAL] OK, [PII], let's take a look. What is the policy number that you have?
[CUSTOMER][NEUTRAL] I have 257-6301.
[AGENT][NEUTRAL] OK, let me pull this up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, yeah, that policy number comes up, but not with that name, so.
[AGENT][NEUTRAL] Let me try by name. Last name is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Well, well, OK, maybe, I don't know. [PII]
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That's not [PII] sorry.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] It's [PII]. He's we have [PII] and the middle name is [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] he
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] All right, uh, alright, I found the account here. What is the or the policy, what is the date of service?
[CUSTOMER][NEUTRAL] I have [PII] with a billed amount of 40375.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Right, so yeah, I'm not showing any claims on file. It looks like for the number. Do you need the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] 257-63009.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, cause see the card that we have doesn't even have that on there.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's got, it's got the one starting with a D.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You, that other lady knew the number I was talking about cause she said, well, that would be for us, but that's not what you're wanting. You need the other department, that's what she transferred me to you.
[AGENT][NEUTRAL] OK, yeah, so maybe that's what they use for like the benefits in a card, the D number, but that number that I gave you is what we would use for the policy cert number, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient ID number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's 257-63009.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, tell me where clients you're supposed to go to.
[AGENT][NEUTRAL] So attention uh claims go to attention IMA.
[AGENT][NEUTRAL] And that's at [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, is the payer ID 64556?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now that's what's on the card except it's got.
[CUSTOMER][NEUTRAL] BIC.
[CUSTOMER][POSITIVE] Benefits in a card.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mail to them.
[AGENT][NEUTRAL] I got you. Maybe it was at that time, but yeah, no, because when I'm looking at their card, it's showing to submit claims to um this address, so.
[AGENT][NEUTRAL] That's the correct mailing address for claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, could I have a reference number for today please?
[AGENT][NEUTRAL] Absolutely. My name and my last initial with today's date. My name is [PII], that's spelled [PII]. Today is [PII].
[CUSTOMER][POSITIVE] All right well thank you very much and you have a good day.
[AGENT][POSITIVE] I hope you have a good day too. Bye bye.