AccountId: 011433970860
ContactId: 9e9d1861-869a-4a09-96a1-412adf07260b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173710 ms
Total Talk Time (AGENT): 72312 ms
Total Talk Time (CUSTOMER): 56134 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9e9d1861-869a-4a09-96a1-412adf07260b_20250227T15:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi yes, I'm just trying to check on a claim status for one of our patients.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and what is the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Uh yes. Uh, it's 024.
[CUSTOMER][NEUTRAL] 88562
[AGENT][NEUTRAL] Thank you, could you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII], uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Repeat your date of birth for me again? I apologize.
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Thank you, you're calling to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, just checking on one claim.
[AGENT][NEUTRAL] What is the date of service for that claim and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] So it looks like this claim [PII] is currently pending and we are waiting on we are waiting for eligibility to be verified and nothing that you have to do other insured, however, we're waiting on eligibility eligibility to be verified by the third party.
[CUSTOMER][NEUTRAL] OK, so probably like their HR or something like that.
[AGENT][NEUTRAL] Yes ma'am, so once that's been verified, then any benefits that's due will be released.
[CUSTOMER][NEUTRAL] I would imagine. OK.
[CUSTOMER][NEUTRAL] OK, perfect. That should do it then um is there just some uh reference number just so that I can document checking?
[AGENT][NEUTRAL] Um, I can give you a claim number if you would like, or you could use my name in today's date because unfortunately we don't provide reference numbers, [PII].
[CUSTOMER][NEUTRAL] OK, that's fine, um, yeah, if I could have the claim number just so I could document that.
[AGENT][NEUTRAL] So that claim number is let me know when you're ready for it.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] It's 3561028. It's 3561028.
[CUSTOMER][POSITIVE] Perfect thank you again for your help. I do appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great new one great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.