AccountId: 011433970860
ContactId: c95ab12b-a5cc-43af-8a3e-c4db646e40ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261890 ms
Total Talk Time (AGENT): 85720 ms
Total Talk Time (CUSTOMER): 82184 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c95ab12b-a5cc-43af-8a3e-c4db646e40ba_20250225T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to check on a client status.
[AGENT][NEUTRAL] OK, I'll say you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And also, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It's um 02049395 M L Lima 7.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And also any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh [PII]. Her date of birth, [PII].
[AGENT][NEUTRAL] OK, I'm sorry, what is the name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so there's no one on this policy by that name with that date of birth.
[AGENT][NEUTRAL] And you're saying the date of birth is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] And it's found that uh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, ma'am. There's no one on that policy by that name and date of birth.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. Could you please uh check with the
[CUSTOMER][NEUTRAL] A name [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, it is in [PII].
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Our records do not have anyone by that name and date of birth on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, here found the patient has the American public life has a secondary insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, that's fine.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] On that
[AGENT][NEGATIVE] They may have that down, but the information you're giving me does not match any member on this policy.
[AGENT][NEUTRAL] That name and that date of birth is does not match our records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference number?
[AGENT][POSITIVE] Yes, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're very welcome. And thank you for calling APL. I hope you have a nice day also.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][POSITIVE] Yes, you too. Thank you.