AccountId: 011433970860
ContactId: d75bfc73-85ea-49e7-8f11-9d0200ca1da3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266619 ms
Total Talk Time (AGENT): 74133 ms
Total Talk Time (CUSTOMER): 117976 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/d75bfc73-85ea-49e7-8f11-9d0200ca1da3_20250528T18:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on claim status.
[CUSTOMER][NEUTRAL] right.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status.
[AGENT][NEUTRAL] [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] Portland.
[AGENT][NEUTRAL] And may I have the first member's policy number?
[CUSTOMER][NEUTRAL] Yes. My ID is D as in Delta 476.
[CUSTOMER][NEUTRAL] 61,270
[CUSTOMER][NEUTRAL] I get that.
[AGENT][NEUTRAL] The D numbers are the policy number for 90 degree benefits. Do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I have the card.
[AGENT][NEUTRAL] OK, we're looking for the policy cert number or the in-hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] So, is it
[AGENT][NEUTRAL] It should start with a 01 or 02?
[CUSTOMER][NEUTRAL] No, it's only here start with the letter D.
[AGENT][NEUTRAL] OK, so that's for 90 Degree benefits. May I have the member's first and last name or their full social if you have it?
[CUSTOMER][NEUTRAL] Yes. Social security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, and my name is [PII] and the date of birth, [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, so there's no policy coming up with the member's social. Um, you said the first name is [PII], last name is [PII], I can search with the name if you'd like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What state is the member in?
[CUSTOMER][NEUTRAL] Yes, the state of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment. There's quite a few [PII]'s, but um none of them are in [PII] and none of them have the same social. Yeah, so for this one, I'm unable to locate a member with the information we have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you. So all the 4 was the same patient. Thank you. Thank you for assisting me today. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.