AccountId: 011433970860
ContactId: cd0a81a7-abbf-4e53-b739-84bd86543381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238500 ms
Total Talk Time (AGENT): 106497 ms
Total Talk Time (CUSTOMER): 74928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cd0a81a7-abbf-4e53-b739-84bd86543381_20250402T16:21_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? My name is [PII].
[AGENT][POSITIVE] Good morning, [PII]. I'm doing well. I'm sorry.
[CUSTOMER][NEUTRAL] And I was calling
[CUSTOMER][NEUTRAL] I was calling in reference.
[CUSTOMER][NEUTRAL] I was calling in reference to claim status.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you and I hope you're doing well this morning as well. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I am showing that the policy number is going to be 980010492.
[AGENT][NEUTRAL] Could that happen to be a social? My name is [PII]
[CUSTOMER][NEUTRAL] And what is your name again?
[AGENT][NEUTRAL] And first initial last name [PII]
[CUSTOMER][POSITIVE] OK, I'm giving you the right, let me make sure.
[CUSTOMER][NEUTRAL] You said that a social?
[AGENT][NEUTRAL] Yeah, it's too many numbers for an APL policy.
[CUSTOMER][NEUTRAL] OK, it says please start down do do do. I'm looking on the card coverage employees spouse policy er number is 0213.
[AGENT][NEUTRAL] That's it, yeah. Mhm.
[CUSTOMER][NEUTRAL] 772-7.
[AGENT][POSITIVE] All right. Thank you. That's the policy number I needed. Thank you, [PII].
[CUSTOMER][NEUTRAL] So while we have the date on here.
[AGENT][NEUTRAL] That's why I was wondering if it might be a social maybe.
[CUSTOMER][NEUTRAL] I don't know why we have
[CUSTOMER][NEUTRAL] Oh, that
[AGENT][NEUTRAL] Um, it's not his social though, yeah, I don't know either, but I'll be happy to help you with claim status. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, I don't know.
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII]
[AGENT][POSITIVE] Sounds good to me. Thank you. [PII], I can help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] What what is the coverage date?
[AGENT][NEUTRAL] The effective date on the policy is [PII] and current.
[CUSTOMER][NEUTRAL] And this is you all primary?
[AGENT][NEUTRAL] Secondary to the major medical coverage for the policyholder.
[CUSTOMER][NEUTRAL] OK, alright, data service 36-2025.
[AGENT][NEUTRAL] Now I'm checking [PII]'s policy 436-25. We do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you can actually fax that claim to us with the primary EOB.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] OK, so what's the number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And do I get a reference for this call?
[AGENT][NEUTRAL] My reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Thank you for calling EPL have a.