AccountId: 011433970860
ContactId: 98392f60-972d-4729-8433-3af3d1676def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204850 ms
Total Talk Time (AGENT): 87242 ms
Total Talk Time (CUSTOMER): 76680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/98392f60-972d-4729-8433-3af3d1676def_20250225T19:38_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling from the provider's office to get claim status on a patient.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, [PII], you have one patient to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] D as in David, 43732219.
[AGENT][NEUTRAL] OK, now that is a 90 degree benefit number, [PII]. That's not the APO policy number. I'm with APL.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'm looking at an APL ID card. Group name is management.
[AGENT][NEUTRAL] Uh-huh. There should be a policy, uh-huh, there should be a policy number or certificate number.
[CUSTOMER][NEUTRAL] Policy number is 02564108.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again, the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do they spell [PII]? Like, is it spelled in the Bible?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on this policy, there is no one by that name covered or date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, I wonder why she would give us this ID card. She gave the Blue Cross and Blue Shield ID card, but she gave us that as a secondary. The patient, I mean, uh mother did, uh, what's her name? [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you're saying her son, [PII] does not have, is not part of that.
[CUSTOMER][NEUTRAL] That um insurance, right?
[AGENT][NEUTRAL] Correct. There is no one on this limited benefit plan other than the policyholder.
[CUSTOMER][NEUTRAL] [PII]. OK. All righty.
[AGENT][POSITIVE] Correct, yes ma'am.
[AGENT][POSITIVE] All right. Well, yes, ma'am. You're very welcome. So, can I help you with anything else this afternoon, [PII]?
[CUSTOMER][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] No, do you give a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You would use my name along with today's date.
[CUSTOMER][NEUTRAL] Your last name initial?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] [PII],
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well if that's all and [PII] that I can help you with, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you and you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.