AccountId: 011433970860
ContactId: 0062925e-70c4-4ed6-87d8-426001ba69b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181479 ms
Total Talk Time (AGENT): 73075 ms
Total Talk Time (CUSTOMER): 40705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0062925e-70c4-4ed6-87d8-426001ba69b6_20250401T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I need to check on some claim or one claim please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and that's direct.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1456265.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], uh, [PII].
[AGENT][NEUTRAL] And then what is that date of service?
[CUSTOMER][NEUTRAL] [PII] we built $838.
[CUSTOMER][NEUTRAL] You guys are secondary.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 11 6 2024, let's see.
[AGENT][NEUTRAL] I don't have that on file, but this policy's termed. Let me see if he's got a different policy that's active.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, yeah, I've got a different policy that's active.
[AGENT][NEUTRAL] be under that
[AGENT][NEUTRAL] Give me just a moment, I'll get that pulled up.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said 11 6 2024?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, I don't have any claim on file for that date. Um, let me give you this new policy number though, so you can, uh, file it with the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's 242-408-893.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] That's the active policy.
[CUSTOMER][NEUTRAL] everything else is, everything else is the same though?
[AGENT][NEUTRAL] Yes, like our mailing address, fax payer ID, that's all the same, but that policy number is the active one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so tell me when the last one term and the first, yeah, the last one term.
[AGENT][NEUTRAL] The last one term 10-12023 and then this one's effective [PII].
[AGENT][NEUTRAL] So, and it's current.
[CUSTOMER][POSITIVE] OK, alright, I'll get this corrected out thank you.
[AGENT][POSITIVE] OK, thank you, [PII] thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.