AccountId: 011433970860
ContactId: ec5330c1-d888-41fe-a52e-c404f7c26c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419720 ms
Total Talk Time (AGENT): 71011 ms
Total Talk Time (CUSTOMER): 95132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ec5330c1-d888-41fe-a52e-c404f7c26c93_20250325T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, may I have the claim status for some claims?
[AGENT][NEUTRAL] OK, can I get your name and a good call back number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last name initial is [PII], calling from MRE clinic. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. I can check claim status for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have. It is D for Delta 43510676.
[AGENT][NEUTRAL] Uh, I'm not pulling up anything with that number. Do you have the social for the patient?
[CUSTOMER][NEUTRAL] Oh, hold on. Yes, I have. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient name?
[CUSTOMER][NEUTRAL] [PII] and date of birth is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you say the middle initial was D as in delta?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for a dental claim?
[CUSTOMER][NEUTRAL] No, it's a medical claim.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] I have the member ID I mean insurance card also.
[AGENT][NEUTRAL] Does that have a different number?
[CUSTOMER][NEUTRAL] Um, he.
[CUSTOMER][NEUTRAL] No, same number, same insurance ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you receive an explanation of benefits from us?
[CUSTOMER][NEUTRAL] Mhm. No.
[AGENT][NEUTRAL] What was his birthday again? I'm sorry.
[CUSTOMER][NEUTRAL] Birth date, it is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, because I just have a dental policy for him.
[AGENT][NEUTRAL] But you're not calling for dental.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I only have a dental policy for him. It's not a medical policy.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, don't you handle any, um, medical policy?
[AGENT][NEUTRAL] No, it's just dental.
[CUSTOMER][NEUTRAL] OK. May I have the contact number for
[CUSTOMER][NEUTRAL] Medical, um,
[CUSTOMER][NEUTRAL] Can department.
[AGENT][NEUTRAL] I, I don't know what that is because I don't have a medical policy. Let me see. Let me check one more place. Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Um, it looks like it's IMA and.
[AGENT][NEUTRAL] And that number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I done.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have another
[CUSTOMER][NEUTRAL] Uh, you said [PII]?
[AGENT][NEUTRAL] Circling
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you for the details.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And how, mhm, and then when I stand by.
[AGENT][POSITIVE] Thank you. Bye.