AccountId: 011433970860
ContactId: fbdd7ad2-5e19-4546-913e-9c353d194a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152869 ms
Total Talk Time (AGENT): 89440 ms
Total Talk Time (CUSTOMER): 49514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/fbdd7ad2-5e19-4546-913e-9c353d194a1d_20250318T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Geisinger Medical Center in regards to a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim, um, and you said it was Gy Singer Medical Center?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And then Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the ID number we have is D as in dog 43302106.
[AGENT][POSITIVE] OK. Thank you so much, Ms. [PII]. Um, I am going to
[AGENT][NEUTRAL] Pull his policy up real quick, uh, see if we have the claim on file. If not, then we'll have to go to 90 degree benefits and have them pull the claim for you, OK? But I'm gonna look and see if I can find this policy by his name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, we did get a denial, so I do have a claim number if you need that.
[AGENT][NEUTRAL] Oh yes, what is that, please?
[CUSTOMER][NEUTRAL] It is 202-501-161886.
[AGENT][POSITIVE] OK, I can tell by that number that I'm gonna go ahead and transfer you now on over to IMA so that they can further assist you with that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you their number just in case the call gets disconnected it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's actually what I called.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK, yeah, it that brought you back to us, but that's not one of our claim numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'm gonna go ahead and transfer you on over now so that you can get further assistance. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Nope, that was it thank you.
[AGENT][POSITIVE] OK, you're very welcome. You have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye-bye.