AccountId: 011433970860
ContactId: ab747940-1220-4800-bdbd-35ae795f84d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517429 ms
Total Talk Time (AGENT): 101238 ms
Total Talk Time (CUSTOMER): 120874 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ab747940-1220-4800-bdbd-35ae795f84d9_20250331T20:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah. Hi, ma'am. This is [PII] calling from provider's office.
[AGENT][POSITIVE] Hi [PII], how are, how may I assist you today?
[CUSTOMER][NEUTRAL] Uh yeah, I need to check one I need to, need the patient's uh member ID ma'am.
[AGENT][NEUTRAL] You're looking for a patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, because I called to uh 90 degree and they just mentioned, uh, the member is, uh, no coverage on for the 90 degrees and there is a uh medical active policies in the APL. So I need the member ID to transfer the claim to that APL department.
[AGENT][NEUTRAL] OK, um, what company or what provider are you calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII] from Mutapa Family Medicine. Do you need the tax ID?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] What is the name, the spelling of the last name and the first name and the date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. The first name is [PII]. [PII] [PII]. Last name is [PII], [PII].
[AGENT][NEUTRAL] OK, [PII]. What's her date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is uh [PII].
[AGENT][NEUTRAL] OK. And the last name is [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. And do you mind holding for me? I'm just gonna
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, one moment. I'm just gonna do a name search, OK?
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Mr. [PII].
[AGENT][NEUTRAL] OK. So I, I did find a policy. What is the date of service that um you're gonna send the claim for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, the date of service is uh [PII].
[AGENT][NEUTRAL] OK. Well, she doesn't have an active policy on that day. Um, the one that I found um was effective [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Mm, OK, ma'am. So there is no any active coverage for this member, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Uh, so, uh, do you have the patience, uh,
[CUSTOMER][NEUTRAL] Uh, member ID?
[AGENT][NEUTRAL] I do have an ID, but it's, it's for the policy I just mentioned, which is the one that is terminated. You still need it?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, can you please uh tell that uh number? It, it is ended with 454?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, the policy number is 247-7270.
[AGENT][NEUTRAL] But again, the policy is terminated [PII]. There's no active policies on [PII].
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] So, thank you very much for this information, ma'am. And can I get a call reference number for this service, ma'am?
[AGENT][NEUTRAL] We don't have a reference number, Mr. [PII]. You can use my name in today's name.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. Thank you for this information and have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APO. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.