AccountId: 011433970860
ContactId: e11b6c81-9e4e-4c80-b592-7f6f889a1c55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572700 ms
Total Talk Time (AGENT): 153029 ms
Total Talk Time (CUSTOMER): 127166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/e11b6c81-9e4e-4c80-b592-7f6f889a1c55_20250626T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider. Yeah, hi, good morning. This is [PII]. I'm calling from provider office to check the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. And may I get your good name please for the document purpose if you don't mind?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Please spell it for me for me.
[AGENT][NEUTRAL] It's [PII] Y.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Yeah, nice to hear. Thank you very much for asking about my growing work.
[AGENT][NEUTRAL] OK, and [PII], do you have the policy number or member ID for the patient?
[CUSTOMER][NEUTRAL] Yeah, I have a policy number. It's, are you ready to note in this policy number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What was the policy?
[CUSTOMER][NEUTRAL] Yeah, the policy number is going to be 021. Yeah, 021.
[CUSTOMER][NEUTRAL] 45828.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Oh, the patient's name is, first name is?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK. Uh, can you give me that policy number one more time? I may have typed something wrong.
[CUSTOMER][NEUTRAL] Yeah, sure. Definitely I will be definitely. The policy number is going to be 021.
[CUSTOMER][NEUTRAL] 458
[CUSTOMER][NEUTRAL] 28.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm pulling up a different name under that policy number. Can you give me the first and last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The first name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] Uh you say [PII] T.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm, go ahead, yes.
[AGENT][NEUTRAL] And then first name is [PII] N.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I'm not pulling up that name.
[AGENT][NEUTRAL] In our system do you have a group number or a social security number?
[CUSTOMER][NEUTRAL] Yeah, I have SSN number. Are you ready to note in the SSN number.
[AGENT][NEUTRAL] I'm not able to pull up the policy number you provided and I can't find anybody under that name. Um, the only other information I can look up is.
[CUSTOMER][NEUTRAL] OK, I have it.
[CUSTOMER][NEUTRAL] Yeah, I have an SSN number. Could you please check it once again?
[AGENT][NEUTRAL] OK, what was that?
[CUSTOMER][NEUTRAL] With SSN?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what was the date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII].
[AGENT][NEUTRAL] OK and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The total charge is $2,682 even.
[AGENT][NEUTRAL] Uh, it looks like we don't have that claim on file. Um, can you resubmit that? And let me give you the correct policy number.
[CUSTOMER][NEUTRAL] How do you find out the number or not? May I know the step from your end?
[AGENT][NEUTRAL] We, we don't have the claim. We, it's not on file.
[CUSTOMER][NEUTRAL] You're saying the claim not on, right?
[AGENT][NEUTRAL] Yes, correct. And then, the policy number you gave me was incorrect. So let me give you the correct one.
[CUSTOMER][NEUTRAL] All I have that one definitely from my end.
[AGENT][NEUTRAL] Do you need the policy number?
[CUSTOMER][NEUTRAL] OK, may I know the current mailing address sir?
[CUSTOMER][NEUTRAL] Yeah. May I know the mailing address?
[AGENT][NEUTRAL] Mailing address to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Thank you and may I know the family filing limit?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] No I.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. May I have the policy effect on termination date, please?
[AGENT][NEUTRAL] Policy is effective [PII].
[AGENT][NEUTRAL] There's no term date.
[CUSTOMER][NEUTRAL] And the policy is still intact, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the patient plan contact, please?
[AGENT][NEUTRAL] And type is secondary, supplemental.
[CUSTOMER][NEUTRAL] Like kind of supplement, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the group name and the group number?
[AGENT][NEUTRAL] Uh, the group num uh group number is 25218.
[AGENT][NEUTRAL] The group name is Elite.
[CUSTOMER][NEUTRAL] And good name, please?
[AGENT][NEUTRAL] Name is Elite Retail Services.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, it's elite retail services, so.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It's elite retail services.
[CUSTOMER][NEUTRAL] Could you please spell it for me?
[AGENT][NEUTRAL] E as in Echo. L as in Lima. I as in India. T as in Tango. E as in Echo.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And then retail, R as in Romeo, E as in Echo, T as in Tango, A as in Alpha, I as in India, L as in Lima.
[AGENT][NEUTRAL] And services.
[AGENT][NEUTRAL] [PII] S.
[CUSTOMER][POSITIVE] Got it, got it. Thank you very much.
[CUSTOMER][NEUTRAL] And may I know the relationship to subscriber, please?
[AGENT][NEUTRAL] Uh, they're the insured.
[CUSTOMER][NEUTRAL] It's an independent, right?
[AGENT][NEUTRAL] It it's the policyholder is the subscriber.
[CUSTOMER][NEUTRAL] OK. My
[CUSTOMER][NEUTRAL] Get the call reference number for me please.
[AGENT][NEUTRAL] Reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, sir. I really appreciate your assistance. Have a good day. Bye-bye now.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.