AccountId: 011433970860
ContactId: f866e352-b702-4b8f-89ee-7cbb39c0aa8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386399 ms
Total Talk Time (AGENT): 113819 ms
Total Talk Time (CUSTOMER): 194367 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f866e352-b702-4b8f-89ee-7cbb39c0aa8c_20250318T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII], uh, from the provider's office to check on claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII], sorry, I was just checking on, uh, benefits. I is this patient active for, for as a secondary. Uh, I, I'll give you the member's ID what you asked for, by the way, uh, the callback number that is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And I, I can help you with the eligibility of the patients also. What's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is uh [PII] and the policy ID is 002129974.
[AGENT][NEUTRAL] OK, you said 00212999999.
[CUSTOMER][NEUTRAL] Yeah, 212-99974.
[AGENT][POSITIVE] 74. OK, thank you.
[AGENT][NEUTRAL] The name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I'm calling from, uh, that is Vocal anesthesia Services.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] OK, that I've got the correct policy number again. I'm sorry, it's 002129974.
[CUSTOMER][NEUTRAL] Yeah, 9974, yes.
[AGENT][NEUTRAL] OK. And the patient's name again, sir?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looking under this number 0021299974, I do not find that patient under the policy number.
[AGENT][NEUTRAL] For a different patient.
[CUSTOMER][NEUTRAL] Oh, maybe, oh hold on, hold on, hold on, uh, maybe, hold on, I can see I have a checking. I can see like there was one more guy in this policy. Hold on, I will just check.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] college.
[AGENT][NEUTRAL] Yes, sir, go ahead.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] That may be the wife's name. Maybe the husband's name is the policy, um, the husband, so just bear with me. I'll just give you the information.
[AGENT][POSITIVE] Yes, yes, take your time.
[CUSTOMER][NEUTRAL] You don't see this member as one of your member, by the way, either or one of us like maybe the subscriber or the patient holder.
[CUSTOMER][NEUTRAL] Of this member belongs to you.
[AGENT][NEUTRAL] I am not seeing that member under that policy number with that date of birth or that name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, just just bear with me. I'll just check one second the medical records.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But this member, uh, this ID belongs to, like, it's one of your policy ID, right?
[AGENT][NEUTRAL] Yes, it's one of our policy numbers, but it's not for the same member that you gave to me.
[CUSTOMER][NEUTRAL] OK, hold on, and I'll just see.
[CUSTOMER][NEUTRAL] Just cross-check.
[CUSTOMER][NEUTRAL] Maybe some office.
[CUSTOMER][NEUTRAL] Colleague belongs to this.
[CUSTOMER][NEUTRAL] The female that's what I was trying to tell. Oh, the female and the male.
[CUSTOMER][NEUTRAL] Oh, either the surname belongs to this patient or the last name belongs to this patient.
[CUSTOMER][NEUTRAL] or this member?
[AGENT][NEUTRAL] Uh, no, that's
[AGENT][NEUTRAL] No, that's private information can't pass out.
[CUSTOMER][NEUTRAL] Uh, because I, I, I'm sure because this may be the, uh, how you call the member, but the patient, this is the patient what I'm giving you, but you have the member's information maybe.
[CUSTOMER][NEUTRAL] And I'm correct or?
[AGENT][NEUTRAL] OK, can you spell the member's spell the member's name, first name and last name?
[CUSTOMER][NEUTRAL] Oh yeah, uh, this guy is having like the female is having three names. So I'm also not sure which one is the last name will be [PII]
[CUSTOMER][NEUTRAL] And there's a middle name that's.
[AGENT][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] Oh, like it's maybe one name, [PII] [PII] [PII] [PII] [PII] [PII] [PII], [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] No, that's not the name on this policy number.
[CUSTOMER][NEUTRAL] At all, right? There's none of this name belongs to this policy, I'm correct, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Does not belong.
[CUSTOMER][NEUTRAL] OK, OK. In that case, for
[CUSTOMER][NEUTRAL] Yeah, and then in that case, what I'll do I'll just get in touch with the contact the patient in that case. OK. Mm thank you. Uh, first, can I have the call reference, by the way?
[AGENT][POSITIVE] OK. OK. You're very welcome.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, fine, sorry. Thank you. By the way, bye for now.
[AGENT][POSITIVE] You're welcome so if you have a wonderful day, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no. Thank you. Bye, bye.
[AGENT][POSITIVE] Uh, you take care. Thanks for calling ADL. Mm bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.