AccountId: 011433970860
ContactId: b2f15410-6b27-441b-9027-d95a16be73df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248360 ms
Total Talk Time (AGENT): 85281 ms
Total Talk Time (CUSTOMER): 73284 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b2f15410-6b27-441b-9027-d95a16be73df_20250313T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office in regards to a claim for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim on a patient. Um, can I please get your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Yes, call back at [PII] with no extension. The provider's name is [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the patient, the date of birth, and the policy number?
[CUSTOMER][NEUTRAL] This is for [PII] [PII] um with the ID number 00148917.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And you said it was 00148917?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that policy number is not pulling up for me. Do you have the social security number or do you see another policy number or member number?
[CUSTOMER][NEUTRAL] Uh, let me check real quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, the social is [PII].
[AGENT][NEUTRAL] OK, let me look that up then.
[AGENT][NEGATIVE] That member is not pulling up in my system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You spell her name [PII] for her first name?
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am.
[AGENT][NEUTRAL] And how do we spell her second name, her last name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[AGENT][NEUTRAL] OK, and are you calling from a medical facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $917.
[AGENT][NEUTRAL] OK, let me see if this is the correct individual.
[AGENT][NEUTRAL] Hm, I have a [PII], but the date of birth does not match and this policy has been lapsed since [PII].
[CUSTOMER][NEUTRAL] OK. OK, I will, that's probably why I can pull it up on the portal that's so that makes sense. So, OK, I'll reach out to the patient, but thank you.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][POSITIVE] OK. You're so welcome. I hope you have a wonderful day, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] All right have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.