AccountId: 011433970860
ContactId: d2800ec5-02d6-4818-8036-932d24a44e5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157880 ms
Total Talk Time (AGENT): 52448 ms
Total Talk Time (CUSTOMER): 76648 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d2800ec5-02d6-4818-8036-932d24a44e5b_20250103T16:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm actually, yes, I'm actually not sure that I clicked the right button um I do just need to check claim status for a couple of medical claims.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And [PII], can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The member's policy number?
[CUSTOMER][NEUTRAL] It is 02510727.
[AGENT][NEUTRAL] The member's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. You said you want to claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The data service.
[CUSTOMER][NEUTRAL] Um, first one is 8:15 of 24.
[AGENT][NEUTRAL] OK and just for future reference providers do have access to check claim status on our website, which is at [PII]. However, we don't have a claim on.
[CUSTOMER][NEUTRAL] Yes, I did try to, you don't have a claim on file?
[AGENT][NEUTRAL] No you said you did try and what what what happened?
[CUSTOMER][NEUTRAL] It said that the um the ID number was.
[CUSTOMER][NEGATIVE] No good.
[CUSTOMER][NEUTRAL] So I asked for um patient ID and it said that it couldn't find anybody by that.
[AGENT][NEUTRAL] I think in that spot you might have to put social, um, but that's fine.
[CUSTOMER][NEUTRAL] I tried that so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I did try but it's OK.
[AGENT][NEUTRAL] Uh, yeah, so we don't have a claim for that data service.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Could you tell me if you have one for date of service? Let's see, [PII]?
[AGENT][NEUTRAL] No, ma'am, we don't have that one either.
[AGENT][NEUTRAL] What, um, how have they been sent them by mail or by fax?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, these would go by mail, um, that for I have [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, it's that's fine. I'll just try to resend them. It's no big deal.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] That was all I had.
[AGENT][POSITIVE] All right, no problem, sir. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye.