AccountId: 011433970860
ContactId: ce733044-3d43-467d-9783-fc444a09e1f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160860 ms
Total Talk Time (AGENT): 49863 ms
Total Talk Time (CUSTOMER): 48686 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ce733044-3d43-467d-9783-fc444a09e1f0_20250312T12:09_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]. I'm calling from the doctor's office looking.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] You're cutting in and out.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm here. You're kind of, did you, did you call earlier?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02399312.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what's the data service?
[CUSTOMER][NEUTRAL] 116 2025 with amount of $174.60.
[AGENT][NEUTRAL] And that claim was received [PII], processed on the [PII]. We need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] May I know which insurance is acting as primary? Did you have the information handy?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our records indicate Aetna, but you also want to check with the patient.
[CUSTOMER][NEUTRAL] OK, do you have the member ID number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, do you have the member ID number?
[AGENT][NEUTRAL] We do not have any information regarding another insurance company.
[AGENT][NEUTRAL] Or major medical insurance company.
[CUSTOMER][NEUTRAL] OK. Can I get the claim number, please?
[AGENT][NEUTRAL] That claim number is 3,553,290.
[CUSTOMER][NEUTRAL] OK, can I get the reference number for this call, please?
[AGENT][NEUTRAL] It's gonna be my name in today's date.
[CUSTOMER][NEUTRAL] OK. Could you please send us a copy of your through fax?
[AGENT][NEUTRAL] It's already been mailed and it's now available to download on our online service center at [PII].
[CUSTOMER][POSITIVE] OK, got it. Thanks for the information and have a wonderful day.
[AGENT][POSITIVE] You too, thanks for calling APLC and have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.