AccountId: 011433970860
ContactId: f9d3dbf5-c077-4c94-b99d-9171758dd8bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395779 ms
Total Talk Time (AGENT): 210445 ms
Total Talk Time (CUSTOMER): 90209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f9d3dbf5-c077-4c94-b99d-9171758dd8bb_20250417T20:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. Uh, my name is [PII] and I'm calling from provider's office to check on a claim status.
[AGENT][POSITIVE] Alright [PII], I'd be happy to help you check that claim status today just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] All right and what's your last initial [PII]?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] What is the policy number you're calling about?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[CUSTOMER][NEGATIVE] Um, just don't want.
[CUSTOMER][NEUTRAL] That's 01660258 M. Mary, L Lima, number 8.
[AGENT][NEUTRAL] Alright. Give me just a second. Let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And um the last thing I need is, can you verify the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], um, I'm gonna transfer you to our care team so that they can look at the claim for you. Uh, was there anything else I could do for you in the meantime?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, uh, yeah, before that, I tried to log in the portal to create a new user, but I could see it's showing some error. Uh, I chose to contact the customer service which is now I'm talking to you.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it shows to enter the tax ID and the uh member's ID.
[AGENT][NEUTRAL] OK, um, have you.
[AGENT][NEUTRAL] Ever signed in before?
[CUSTOMER][NEUTRAL] Um, no, this is the first time I'm trying to sign in.
[AGENT][NEUTRAL] OK, alright, so, um, I believe that our group billing department would need to help you with that sign in.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let's check the claim status first and then we can get you over to the billing department to see about your um account online, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, hold on just a moment for me, [PII], and I'm gonna get you over to our care team to check the claim status, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I am good thank you um I have [PII] on the line he is calling to check claim status.
[CUSTOMER][POSITIVE] OK, I can help him.
[AGENT][NEUTRAL] Alright, um, the policy he's calling about is 166.
[AGENT][NEUTRAL] 0258.
[AGENT][NEUTRAL] Um, he's calling about participant 2, but he said her date of birth is [PII] and we have [PII]. Um, I was actually trying to see if we had like a original application to check that up again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then he got talking to me about something else and I forgot. Um, I'm pulling it up now. Um.
[AGENT][NEUTRAL] His callback number?
[AGENT][NEUTRAL] I [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, will you give me that policy number one more time? I'm sorry.
[AGENT][NEUTRAL] No, that's OK. 166-0258.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, and that was on [PII]?
[AGENT][NEUTRAL] Yes, uh, he, he did give me a date of birth that's not matching what we have, um, so but I do not see a, um, original application either in Onase so.
[AGENT][NEUTRAL] I don't know what we would need to do um I guess we'd have to reach out to the group to verify that if they, if the claim and it could already have a hub request to verify that. I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but he's calling to check claim status on her, and he also said that he was having difficulty with the online service center.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure if y'all do that for providers. I know that claims used to help them, but I'm not sure if y'all know how to do that yet.
[CUSTOMER][POSITIVE] Yeah, yeah, we can help.
[AGENT][NEUTRAL] OK, perfect. Alright, well, um, I gave you his name and his phone number and the policy number, so alright, well, here he comes, [PII], thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?