AccountId: 011433970860
ContactId: 008d7e51-bc76-43ae-8de3-00a7e66a30ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256980 ms
Total Talk Time (AGENT): 115720 ms
Total Talk Time (CUSTOMER): 69279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/008d7e51-bc76-43ae-8de3-00a7e66a30ae_20241230T16:48_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]. My name is [PII]. I'm calling from Memorial Hospital. I was calling for claim status.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the, uh, phone number is [PII].
[AGENT][NEUTRAL] All right, and then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Well, I have it listed as 1271627.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, here we go, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] [PII] of last year, [PII].
[AGENT][NEUTRAL] OK hold on one moment.
[AGENT][NEUTRAL] So the policy number that you gave termed on [PII].
[AGENT][NEUTRAL] And it doesn't look like she had any policies active. Her latest one turned on [PII].
[AGENT][NEUTRAL] I can check and see if there's a claim on file though.
[CUSTOMER][NEUTRAL] Um, yeah, if we can, I, I'll notate it if there is one, if not done.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And that active um policy was 2054827 or the latest active?
[CUSTOMER][NEUTRAL] You said 2054827?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You said that one's from which date?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] This was active from [PII].
[AGENT][NEUTRAL] I'm sorry, hold on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so scratch that policy number I just gave you the 2054827 because that was only active for a day, so this might have been created an error.
[AGENT][NEUTRAL] The latest policy was 1966002.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And it was effective from [PII].
[CUSTOMER][NEUTRAL] OK, so that's 1966002 from [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's the most recent.
[AGENT][NEUTRAL] It is, that's the most recent one, and I'm pulling that one up now to see if there is a claim on file for your data service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][NEUTRAL] You're welcome, and I don't see a claim on file.
[CUSTOMER][NEUTRAL] Mm. OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I mean, the, I'll just put that the patient wasn't active. Patient is not active. OK, perfect. Thanks a lot, and uh do you give reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL [PII]. I hope you have a good day and happy new year.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.