AccountId: 011433970860
ContactId: c9102178-bd18-483e-be6e-bc6da6fdbc91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221320 ms
Total Talk Time (AGENT): 49671 ms
Total Talk Time (CUSTOMER): 141520 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/c9102178-bd18-483e-be6e-bc6da6fdbc91_20250319T21:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling you on behalf of provider's office to check on claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, [PII]. Good callback number is going to be [PII].
[CUSTOMER][NEUTRAL] Extension is going to be [PII].
[AGENT][NEUTRAL] And what is the.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Your policy number once again.
[CUSTOMER][NEUTRAL] OK. So the policy number is going to be
[CUSTOMER][NEUTRAL] Mm this is 02255838, the letter M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] They go
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And what is the date of service?
[CUSTOMER][NEUTRAL] P as in [PII] [PII].
[CUSTOMER][NEUTRAL] The service is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] Sure, the tax ID is going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not showing we have a claim on file for that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You don't see a claim on file. You see patient is patient's policy is active.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] When was the patient active?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] is still active, right? OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what about the
[CUSTOMER][NEUTRAL] OK. So the claim is not on file also, right you said?
[AGENT][NEUTRAL] Yes, claim is not on file.
[CUSTOMER][NEUTRAL] Can you once again check with the member name, date of birth?
[AGENT][NEGATIVE] I don't understand.
[CUSTOMER][NEUTRAL] Uh, no, no problem. Call reference number, please.
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is the time right now?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Eastern time, right? OK. And uh to the Central time, OK. You're Central time, OK, sorry. You're working Eastern. OK. So [PII]. Thank you so much, uh, [PII], for assisting me with this patient's information today. Hope you have a great day. Bye-bye. Take care.
[AGENT][NEUTRAL] Central.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm.