AccountId: 011433970860
ContactId: 9435db25-d9cd-4893-b84a-1e5cde4edf04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305019 ms
Total Talk Time (AGENT): 95949 ms
Total Talk Time (CUSTOMER): 101997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/9435db25-d9cd-4893-b84a-1e5cde4edf04_20250306T13:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Yeah this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check for the claim status.
[AGENT][NEUTRAL] I can help you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] And the policy number is 101895308.
[AGENT][NEUTRAL] And you have a copy of the policy, the ID identification card?
[CUSTOMER][NEUTRAL] Insurance card you're asking?
[AGENT][NEUTRAL] The medical, the ID card.
[CUSTOMER][NEUTRAL] Which I provide you the member ID is invalid then?
[AGENT][NEUTRAL] Yeah, the number doesn't sound like a, you know, phone number. That's why I'm asking. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Let me check it that info.
[CUSTOMER][NEUTRAL] Uh, let me check it. It's loading.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] There's a lot of static in the background.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insurance card.
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] Mhm. And is there an outpatient policy er number on the card?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's only showing the uh group name, number.
[AGENT][NEUTRAL] It's further down.
[CUSTOMER][NEUTRAL] Member name effective.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is the address only after that is showing.
[AGENT][NEUTRAL] Is there an outpatient inpatient policy er number on the card?
[CUSTOMER][NEUTRAL] No, it's not anything.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Group number is APL.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 000.
[AGENT][NEUTRAL] Spell the patient's first and last name?
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] And my first name is uh
[CUSTOMER][NEUTRAL] [PII]. Date of birth is
[AGENT][NEUTRAL] Spell the first and last name
[AGENT][NEUTRAL] Can I get you to spell the first and last name first, please?
[CUSTOMER][NEUTRAL] OK, [PII] are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Give me one moment to pull up this file and then we can proceed with the verification one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you know what state the patient resides?
[CUSTOMER][NEUTRAL] And the patient.
[CUSTOMER][NEUTRAL] State is
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] In [PII], thank you.
[AGENT][NEUTRAL] And do you have a complete address for the patient?
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I go with that?
[AGENT][POSITIVE] I'm ready for the address.
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Could you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then first initial last name is [PII]
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, on the policy number that you gave me, remove the one from the beginning.
[CUSTOMER][NEUTRAL] One, OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah, remove that one. It should start with that 0 and that's the correct number. Um, the policy is administered by Web TPA which is a different company, so I'll need to get you transferred over to that area and they can assist you with the claim status, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like their phone number for future reference?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] that's Web TPA.
[CUSTOMER][NEUTRAL] Yeah, OK. Could you transfer the call?
[AGENT][NEUTRAL] OK, uh huh, give me one moment, one moment. Any other questions I can help out with today before we transfer you, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day, one moment.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.
[CUSTOMER][NEUTRAL] Due to severe winter weather.