AccountId: 011433970860
ContactId: e2640e2d-5866-411c-8fff-00e7493ad5f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253190 ms
Total Talk Time (AGENT): 97102 ms
Total Talk Time (CUSTOMER): 71596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e2640e2d-5866-411c-8fff-00e7493ad5f3_20250207T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm calling from provider's office for claims status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And where are you calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Bay Area Advanced gastroenterology care.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's um 60801.
[AGENT][NEUTRAL] OK, that is the payer ID. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] Uh, sorry, just one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if you want to have name, date of birth?
[AGENT][NEUTRAL] Mm, OK. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Last name spelled [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII] uh sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here. I'm searching, bear with me.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me repeat this back to you because I'm not pulling anything up. You said the last name is [PII], which is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII], correct, last name.
[AGENT][NEUTRAL] OK. OK. And the first name is [PII], which is [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm not pulling her name up. Is she the main holder of the policy?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Actually I'm not sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Yeah, because it's not pulling anything up, so, um, do you have any other information that I can use to find a policy for this member?
[CUSTOMER][NEUTRAL] Yeah, that's why I'm checking just one minute. You mean you do not found any member at all on this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did not find a [PII] in our system. And the numbers you gave me in the beginning, the 60801, that is the payer ID that's not a policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Better that's the number, OK.
[AGENT][NEUTRAL] Mhm. Oh yeah.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um, and, um, could you spell your name? You said your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Do you have any call reference number?
[AGENT][NEUTRAL] We don't have reference number so you can use my name in today's date.
[CUSTOMER][POSITIVE] OK then, right, that's all right.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] OK, thank you for calling EPO. Have a good day, Mr. [PII].