AccountId: 011433970860
ContactId: fc2d84f4-9123-4893-ba12-e2bf9ca0af46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350989 ms
Total Talk Time (AGENT): 75831 ms
Total Talk Time (CUSTOMER): 118776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/fc2d84f4-9123-4893-ba12-e2bf9ca0af46_20250609T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I would like to check the status of a claim.
[AGENT][NEUTRAL] I can help you with claim status. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Hi, [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You mean the
[CUSTOMER][NEUTRAL] ID
[AGENT][NEUTRAL] Is there a policy certificate number or a benefits number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I, I don't have the number.
[AGENT][NEUTRAL] Typically it typically starts with a 01 or a 02.
[CUSTOMER][NEUTRAL] Uh, the, I have the insurance.
[CUSTOMER][NEUTRAL] The ID number. It starts with 02450140.
[AGENT][NEUTRAL] 02450140, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] Both.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah, I have the date of service is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the provider or hospital name?
[CUSTOMER][NEUTRAL] Uh, the provider is Susan.
[CUSTOMER][NEUTRAL] Wahlberg
[AGENT][NEUTRAL] Uh, do you have the hospital name that it would be under?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] BCU
[CUSTOMER][NEUTRAL] MC Sunny Point.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Did you say MCV Sunny Point?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it should be VCU.
[AGENT][NEUTRAL] OVCU
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not seeing anyone, I'm not seeing a claim for that.
[AGENT][NEUTRAL] Um, provider.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] OK. mm, that means that you didn't.
[CUSTOMER][NEUTRAL] Uh, receive this claim.
[AGENT][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] Do you need our fax number?
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I, I have the fax number. Let me see. It's the PO [PII] 248,950 Oklahoma City.
[CUSTOMER][NEUTRAL] 73124.
[AGENT][NEUTRAL] 8950. Yes, that is our mailing.
[CUSTOMER][NEUTRAL] 89
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 50. OK.
[CUSTOMER][NEUTRAL] OK, so then we are going to resubmit this claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. Uh, do you have a reference number for this call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII]. Have a nice day.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye.