AccountId: 011433970860
ContactId: bc3fadad-53ca-4b38-aa5a-6e48752251ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206929 ms
Total Talk Time (AGENT): 71098 ms
Total Talk Time (CUSTOMER): 91672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/bc3fadad-53ca-4b38-aa5a-6e48752251ad_20250416T16:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] with the provider of Charlotte Dermatology. I have some static on my line. Are you able to hear me OK?
[AGENT][POSITIVE] Yeah, I can hear you all right. No worries.
[CUSTOMER][NEUTRAL] OK, OK, um, well I was just calling for status of a secondary claim for one patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check a claim. What's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Um, yeah, I have 01836552 ML 8.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you for that. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then date of service.
[CUSTOMER][NEUTRAL] Date of service was [PII], billed $360.62.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEUTRAL] Alright, so [PII], I'm not showing any claims on file date of service [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm sorry, [PII]. Um, the policy number did change though in [PII], so it's a different number than what you have. I don't know if you need that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, yeah, data service was for [PII], so I need to update it now. My coworker did mail it on [PII], um, but that would have gone out yesterday with the wrong me number anyway.
[CUSTOMER][NEUTRAL] Um, what is the.
[CUSTOMER][NEUTRAL] Correct member number we should be using.
[AGENT][NEUTRAL] Uh, the active policy number or member number is gonna be 02.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] OK, so let me repeat that back, so it's 8 digit 02556039, is that correct?
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][NEUTRAL] OK, alright, well I'll go ahead and update that today. um, do y'all give call reference numbers?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is gonna be my name with my last initial, then today's date. My name again is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] All right well thanks a lot and you have a great afternoon.
[AGENT][NEUTRAL] You too bye bye.