AccountId: 011433970860
ContactId: fefc469f-ff4e-4bd2-be75-389bd04325df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268380 ms
Total Talk Time (AGENT): 58276 ms
Total Talk Time (CUSTOMER): 85900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/fefc469f-ff4e-4bd2-be75-389bd04325df_20250516T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I need the claim information. Can you verify that?
[AGENT][POSITIVE] Yes, I can help you with claim status. Do you have a can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah. My name is [PII]. And the callback number is [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is
[CUSTOMER][NEUTRAL] 01973043 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] What is the data service and bill charges?
[CUSTOMER][NEUTRAL] 52 2024 $201 even.
[AGENT][NEUTRAL] Uh, we don't have that claim on file, and let me give you the correct policy number.
[AGENT][NEUTRAL] 2452069.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for that. But I do see that on, within, uh like within that month, we do receive uh payments on the same uh policy ID.
[AGENT][NEUTRAL] OK. Do you have a different date of service or?
[AGENT][NEUTRAL] You want to check on a different date?
[CUSTOMER][NEUTRAL] No, no, no. Like you said, you stated like the policy ID is uh uh incorrect, right? You, you told me the correct policy ID right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, but on the [PII], within that month, we do receive payments for the member's policy ID which I given you.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] So, is this correct or that correct? Actually, we have received payments, no, so I'm just asking for that.
[AGENT][NEUTRAL] What are you asking for?
[CUSTOMER][NEUTRAL] You said like the member policy ID is incorrect, right? You provide them with the correct correct uh policy ID?
[AGENT][NEUTRAL] Right, so if you file a claim with the incorrect policy number, we're gonna look in our system to see if there's another one, and then we'll process it under the correct one.
[AGENT][NEUTRAL] So if you file it under an old one, we'll look in our system and see if there's a new one, and then process it under that.
[CUSTOMER][NEUTRAL] OK. We will process if we receive payment for this old uh primary uh member ID right?
[AGENT][NEUTRAL] Yeah, we would process it under the correct member ID. If you file it with the incorrect one, we'll find the correct one and process it under that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah. I'm gonna take my information. Thank you for assisting.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] I got the required information. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Bye-bye. Good.