AccountId: 011433970860
ContactId: 9b9bff98-c978-4b9f-891c-4fd39702a887
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589669 ms
Total Talk Time (AGENT): 215084 ms
Total Talk Time (CUSTOMER): 235670 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9b9bff98-c978-4b9f-891c-4fd39702a887_20250220T16:41_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] Yeah, hi, [PII]. This is [PII] calling from the provider office to check on a claim status.
[CUSTOMER][NEUTRAL] Please, could you please help?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only 2.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You need to
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 1261999.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] How you, how do
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the policy number that you provided is no longer active. So there's a few things. The policy number you provided is no longer active.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, it terminated.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] There
[CUSTOMER][NEUTRAL] Is the present, uh, yeah, please, please.
[AGENT][NEUTRAL] There was a policy after that that became effective on [PII], but there's no member [PII] on the policy or with that date of birth.
[CUSTOMER][NEUTRAL] Oh, and, uh, is this person has, uh, any active coverage now?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh let me see if this policy is active.
[CUSTOMER][NEUTRAL] Amazon pay medicine services.
[AGENT][NEUTRAL] Um, yes, this policy is currently active, um, the one that's been affected since [PII].
[CUSTOMER][NEUTRAL] No, I mean, I mean, I'm asking is, uh, is this patient as active during [PII].
[AGENT][NEUTRAL] So the patient's name that you gave me, [PII], date of birth [PII] is not on the policy.
[CUSTOMER][NEUTRAL] OK, OK, OK. Oh, OK, I got it. Um, the patient is not uh pulling up, OK.
[CUSTOMER][NEUTRAL] Is there any call reference for this patient?
[AGENT][NEUTRAL] Um, no, so this, well, the call reference number will be my name and today's date for the entire call, and that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Shall we move to the next claim?
[AGENT][NEUTRAL] Sure, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 1 J as in Juliet 1080114801084.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 0180436 ML
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one second. You said 0180436?
[CUSTOMER][NEUTRAL] Please wait. I, I will repeat that. 0180436 ML 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, that's not enough numbers. It's 180436. I is there a number after the 6?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Still, this person is, this number is also not found, right?
[AGENT][NEUTRAL] I'm trying to I'm trying to make sure the policy number is correct. It's not enough numbers. Did you say 0180436?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] MLA. OK, so there's a number missing somewhere. So this is not a correct policy number. Do you have the member's first and last name?
[CUSTOMER][NEUTRAL] It is uh [PII] last name, [PII]
[AGENT][NEUTRAL] I don't understand. Can you give the first name again?
[CUSTOMER][NEUTRAL] It's the first name.
[CUSTOMER][NEUTRAL] The first name is [PII]
[AGENT][NEUTRAL] Can you get the uh
[AGENT][NEUTRAL] Phonetic alphabet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII] is the last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] No I.
[CUSTOMER][NEUTRAL] OK, but uh let's.
[CUSTOMER][NEUTRAL] we talk about.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And may I have her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK let let me go.
[AGENT][NEUTRAL] Alright, so the policy number is 1804361. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It's um.
[CUSTOMER][NEUTRAL] 3924 $984. Could you please, uh, yeah, uh, [PII], could you please give me the current member ID?
[AGENT][NEUTRAL] OK, let's confirm what you just gave me. So the date of service is [PII] $984.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] The policy number is 1804361.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I will repeat 1804361. Am I right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Um, that's the policy number that you, you're welcome. That's the policy number that you gave me, but there's a policy after that. Um, so your policy termed on [PII].
[CUSTOMER][POSITIVE] Yeah, OK, thank you, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Oh, this is also the member is not active as of now.
[AGENT][NEUTRAL] I'm giving you the termination date for the policy number that you gave, and then I'm gonna give you the most recent policy number which also is not active.
[CUSTOMER][NEUTRAL] Oh, I mean, this, this policy number is also not act during [PII], am I right?
[AGENT][POSITIVE] Yes, I'm getting ready to give you the dates.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead, please.
[AGENT][NEUTRAL] So policy number 1804361 terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Yeah, OK, I know.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, yeah, please.
[AGENT][NEUTRAL] Policy number 1809949 was effective from [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, this is also term.
[AGENT][NEUTRAL] So there was no
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, so this member it is also not currently active, I'm right?
[AGENT][NEUTRAL] Correct. There was no policy active on your data service.
[CUSTOMER][NEUTRAL] Yeah, OK, got it. Uh, uh, are you finding, do you find seeing any
[CUSTOMER][NEUTRAL] I need like uh corresponding insurance or uh Medicaid insurance.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is this person has any other alternative insurance or any Medicaid insurance?
[AGENT][NEUTRAL] Medicaid incidents. Can you slow down, please? I, I'm trying to follow you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah. Do you find seeing any Medicaid insurance?
[AGENT][NEUTRAL] No, we're not affiliated with Medicare or Medicaid.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK, OK, [PII], I, I got it.
[AGENT][NEUTRAL] But there's no
[AGENT][NEUTRAL] OK, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no. I really happy. Uh, thank you so much for your valuable time. Take care. Bye.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah yeah bye bye.