AccountId: 011433970860
ContactId: a3f1b9c2-c226-46ab-a06f-1fef6e7e4ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204119 ms
Total Talk Time (AGENT): 70030 ms
Total Talk Time (CUSTOMER): 89309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a3f1b9c2-c226-46ab-a06f-1fef6e7e4ce7_20250326T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Mayo Clinic, and I'm calling to get the status of a claim.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 00249496701.
[AGENT][NEUTRAL] Mm, what's the name of the insurance company on the card that you have?
[CUSTOMER][NEUTRAL] Uh, let me bring that up again.
[CUSTOMER][NEUTRAL] I'm sorry, what did you ask the.
[AGENT][NEUTRAL] The policy number, what's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] Is that an outpatient policy er number on the card?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I am not sure.
[CUSTOMER][NEUTRAL] What do you tell that?
[AGENT][NEUTRAL] Do you have a
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] If our policy number it's gonna say outpatient or inpatient policy search number.
[CUSTOMER][NEUTRAL] OK, I'm not seeing that.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] I actually
[CUSTOMER][NEUTRAL] Do you see another phone number, so maybe I called the wrong phone number.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, that number seems a little long.
[CUSTOMER][NEUTRAL] Oh, the, oh yeah, the number I called, I thought it said for claims inquiries, but it says other than claims so I think I need to call the other number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the, mhm.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, does it have web TPLA on your card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can transfer you. Is it at [PII]?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I can transfer you over if you would like.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright and give them that number uh did you have any other questions we can help with today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alright, [PII], thank you for calling APL have a good day and I'll get you transferred.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the admin.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. It's 00249.
[AGENT][NEUTRAL] 4967.
[CUSTOMER][NEUTRAL] Name of the patient.
[AGENT][NEUTRAL] For [PII], date of birth is [PII].
[AGENT][NEUTRAL] And I have Pam with the provider's office checking on a claim status.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, you're ready for the call?
[CUSTOMER][NEUTRAL] Go ahead and transfer.
[AGENT][POSITIVE] Alright, [PII], thanks for thank you have a good day.
[CUSTOMER][NEUTRAL] Yes, uh huh.