AccountId: 011433970860
ContactId: d2ee47a1-fc8e-4ee3-8011-46b2d1f5f933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316790 ms
Total Talk Time (AGENT): 69521 ms
Total Talk Time (CUSTOMER): 92940 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d2ee47a1-fc8e-4ee3-8011-46b2d1f5f933_20250520T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to checking on the claim status. My first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] What's the policy number [PII]?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] That's our payer ID, not our, not a policy number.
[CUSTOMER][NEUTRAL] Um, the policy number 6389.
[CUSTOMER][NEUTRAL] 7,681,600.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a give me a.
[AGENT][NEUTRAL] All right, that's too long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yeah, the name, the first name.
[CUSTOMER][NEUTRAL] [PII] And the last name [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's the date of service?
[CUSTOMER][NEUTRAL] The need for this one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] 04302025
[AGENT][NEUTRAL] Correct, no claim on file.
[CUSTOMER][NEUTRAL] Can you repeat the member's name?
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The date of service.
[AGENT][NEUTRAL] With [PII], correct?
[CUSTOMER][NEUTRAL] Yes, correct. Can you repeat member's name, member's name?
[AGENT][NEUTRAL] OK, no claim on file.
[AGENT][NEUTRAL] What do you need again? I'm sorry?
[CUSTOMER][NEUTRAL] Can you repeat member's name.
[AGENT][NEUTRAL] The member's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In a spin.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] [PII] Last name [PII]
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Was not pulling that.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] It was not pulling the data.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] But it is what it was.
[CUSTOMER][NEUTRAL] I and I also remember.
[AGENT][NEUTRAL] What's the claim number that you have?
[CUSTOMER][NEUTRAL] F for Foxtrot. C. for Charlie. 13130149.
[AGENT][NEUTRAL] OK. That may be a claim for the member's primary insurance or the secondary. None of our claims have letters in them. They're all numeric.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] That's not our claim number.
[CUSTOMER][NEUTRAL] What