AccountId: 011433970860
ContactId: ff8588f9-c3da-445f-97c8-a258e9b645f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265880 ms
Total Talk Time (AGENT): 105310 ms
Total Talk Time (CUSTOMER): 80911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ff8588f9-c3da-445f-97c8-a258e9b645f9_20250220T17:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I am trying to get set up online, uh, with your insurer. I'm calling from a provider's office and just trying to set up, uh, sending claims to you guys.
[AGENT][POSITIVE] OK, um, well, I'll be more than happy to assist you with the online service center. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII]. Uh, my direct line is [PII].
[AGENT][NEUTRAL] Thank you for that. And um hold on one moment. Let me go to it.
[AGENT][NEUTRAL] And do you have a particular um member that you're trying to file a claim for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] To where I can, OK, and what's their policy number?
[CUSTOMER][NEUTRAL] I have H as in Harry, 402241777.
[AGENT][NEUTRAL] Now, the APL policy number usually starts with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Um, yeah, this is the only number I got for her. I have her social and birthday and address if I can verify that way.
[AGENT][NEUTRAL] OK, I can use the social.
[CUSTOMER][NEUTRAL] OK, uh, social is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And can you spell the first name for me, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Is [PII] the policyholder or would it be under another person's name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From the information I've received, he is the policyholder.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Going stuff here.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now, this is a different member. Um, so it looks like we don't have a policy for that uh member, but I can assist you uh with the online service center sign up. Um, like what part are you at where it ask for the tax ID and the patient account number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the patient account number is actually given to us from you or from the provider. Um, it's on your claim form.
[AGENT][NEUTRAL] There's, there's a part that asks for a patient account number, whatever number you would put in that field for the um patient is what will go there, but you'll have to wait until the claim is filed, so it can be in our system and then you'll be able to sign or sign up.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Got you that makes sense. OK, um, but just to verify you aren't able to pull up this patient via the information I gave you, correct?
[AGENT][NEUTRAL] Right, the social or the first and last name?
[CUSTOMER][POSITIVE] OK, alrighty well that does help me out a little bit thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that was it. I appreciate your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, you too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.