AccountId: 011433970860
ContactId: ca4fd1c3-1669-4566-9d0e-73c1e389ee9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207679 ms
Total Talk Time (AGENT): 55681 ms
Total Talk Time (CUSTOMER): 73039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ca4fd1c3-1669-4566-9d0e-73c1e389ee9b_20241230T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from NMed Health and I need to check the status of a claim.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 02150746.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. um I'll spell his last name, it's [PII], [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and could I get that policy number one more time, please?
[CUSTOMER][NEUTRAL] 02150746
[AGENT][NEUTRAL] OK, different members coming up under that number. Um, I could try to look him up by the social.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, we have his social to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, not coming up under the social either. I could try name and date of birth. What's the last name again?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, my first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. Now, please verify um the date of birth again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Um, let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 137.
[AGENT][NEUTRAL] 661.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need to check on the status of a claim?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, which if it's the wrong ID number we billed with, it probably doesn't have it, um, but it's from [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will get that updated and then get it refiled. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.