AccountId: 011433970860
ContactId: ce69c890-bb1e-4080-bae3-6fdbf47dc63b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468399 ms
Total Talk Time (AGENT): 97645 ms
Total Talk Time (CUSTOMER): 91234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ce69c890-bb1e-4080-bae3-6fdbf47dc63b_20250326T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Las special days in Delta. Could you please help me with the claim?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy ID is 021.
[CUSTOMER][NEUTRAL] 41749.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Give me just a second, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Just a few more minutes OK [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, [PII]? Thank you for holding.
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]. And the total charge amount is $3270.83.
[AGENT][NEUTRAL] OK, so we do need a copy of the primary insurance explanation of benefits. Um, I'm showing a received date for this claim was [PII].
[AGENT][NEUTRAL] Processed on [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] OK. And what is the claim ID?
[AGENT][NEUTRAL] What do you mean the claim ID?
[CUSTOMER][NEUTRAL] Claim number.
[AGENT][NEUTRAL] Oh, the claim number, it's 3482433.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for this number. I have the last one today.
[AGENT][NEUTRAL] Is it for a different patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me one moment and as you know you can also check status online at [PII]. Would you like for me to assist you with creating an account?
[CUSTOMER][NEUTRAL] sure
[CUSTOMER][NEGATIVE] Uh, I already have that account, but we are working, uh, as per member ID. We are not allowed to work as with the SSN. That's why we are unable to use your portal.
[AGENT][NEGATIVE] No, you're not able to use our portal? Why are you not able to use our portal?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We are not working uh with SNN.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We are not working uh with SSN number.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, so there's a quick search, uh, you'll need the patient's first name, their their date of birth, and the claim number, and then you would be able to, so you would have to call us for the claim number for the quick search though.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][NEUTRAL] It's 019.
[CUSTOMER][NEUTRAL] 424
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charge amount is $610.08 68 cents.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And did you say the patient's date of birth is year [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We need a copy of the primary EOB.
[AGENT][NEUTRAL] Uh, the claim number is 3562356.
[AGENT][NEUTRAL] And do you need to receive date processed date?
[CUSTOMER][NEUTRAL] OK. And when it was received?
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Did I hear yes?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the received date is [PII], processed on [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thank you for calling APL Sam. Have a good day, OK?
[CUSTOMER][NEUTRAL] OK