AccountId: 011433970860
ContactId: cf91380a-f0a4-409f-976f-394d0a40b1cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282880 ms
Total Talk Time (AGENT): 110156 ms
Total Talk Time (CUSTOMER): 97204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cf91380a-f0a4-409f-976f-394d0a40b1cf_20250107T14:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm trying to um create the portal, um, but it's telling me that the patient account number is not correct.
[AGENT][NEUTRAL] Well, I can help you with that. Do you have a claim number or what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number for the patient is 101,800,850 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. And may I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Let me get her pulled up.
[AGENT][NEUTRAL] And do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] I have a date of service [PII], um, billed amount 19 0 it's actually 11274 sorry.
[AGENT][NEUTRAL] OK, I'm sorry, what was the bill amount?
[CUSTOMER][NEUTRAL] 112/74.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so bear with me just one moment. I don't have that claim on file. Let me see if she has another account or policy because this policy turned on [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I don't have a claim on file. That's why it's not able to match the patient account number and the policy termed on [PII].
[CUSTOMER][NEUTRAL] OK, and she doesn't have any other?
[AGENT][NEUTRAL] No ma'am, I did check to see if they had active coverage for that data service and they do not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] I do have another claim. Um, are you able to help me with that as well, or?
[AGENT][NEUTRAL] I can. Is it for the same patient or different patient?
[CUSTOMER][NEUTRAL] A presentation.
[AGENT][NEUTRAL] OK. Give me just one second.
[AGENT][NEUTRAL] I'm ready for that next policy number, [PII].
[CUSTOMER][NEUTRAL] It's um I think it's incorrect. I give me one second, let me check for it.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's gonna be 144.
[CUSTOMER][NEUTRAL] 892.
[CUSTOMER][NEUTRAL] 8, M as in Mary, [PII] as in Larry, 5.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] And what is that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is her date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The bill amount is 150.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hang on just a second because this policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Of course, turned on 2121. So let me see if she has another policy for that date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't have a claim on file for 8-1924 and [PII]'s policy termed on 21-2021.
[CUSTOMER][POSITIVE] OK, perfect. And that would be the same um everything, right? Your name um.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] The date perfect.
[CUSTOMER][POSITIVE] Alrighty, thank you so much, [PII]. I hope you have a wonderful day.
[AGENT][POSITIVE] I hope you do too. It's been a pleasure to assist you, [PII], with the claim status and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.