AccountId: 011433970860
ContactId: ac0cfc59-b66f-4097-8cd8-e2acf36dd8de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276320 ms
Total Talk Time (AGENT): 109066 ms
Total Talk Time (CUSTOMER): 99470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ac0cfc59-b66f-4097-8cd8-e2acf36dd8de_20250411T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, sir. Uh, my name is [PII]. I'm calling from University of Alabama Hospital.
[CUSTOMER][NEUTRAL] May I know the green status, please?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, [PII]. Do you want me to spell that?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII].
[AGENT][POSITIVE] OK, thank you. OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The policy number will be 614961947.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, OK. Um, that might be a member ID. Let me check that. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, no, I did not get any results with that. Do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You don't have their social?
[CUSTOMER][NEUTRAL] Sorry, what?
[AGENT][NEUTRAL] The that I did not get a result with what you gave me that's not one of our policy numbers. Do you have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your Social Security number will be
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] Name of the patient is [PII].
[AGENT][NEUTRAL] OK, do you have that date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. um, so I did find a policy. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The data service is [PII].
[AGENT][NEUTRAL] OK, so I will tell you actually that this policy terminated [PII] and this was the only policy that they had with us.
[AGENT][NEUTRAL] Do you still want me to go ahead and check to see if we received this claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, already this term, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Already the, your plan has been turned, right?
[AGENT][NEUTRAL] Yes, [PII] was that term date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And there is no, uh, do you, do you know whether the patient is having any other secondary insurance or not?
[AGENT][NEUTRAL] I don't know. This is the only policy I'm able to see, and they don't have any other active policies with us.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I did just check we've not received the claim for the state of service either.
[CUSTOMER][NEUTRAL] Uh, does the patient, uh, have any update that?
[CUSTOMER][NEUTRAL] Yeah, OK. Uh.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] Does the patient updated or uh does, does the patient has joined in any new insurance, all right?
[AGENT][NEUTRAL] I'm, I'm don't have a way to see that.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Anyway, the policy got down, right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, before that, uh, for the documentation purpose, may I have your name, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh callback, sorry, the call reference number, please.
[AGENT][NEUTRAL] So reference number would just be my first name, last initial and today's date and so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I'm done with this. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.