AccountId: 011433970860
ContactId: 01f1282d-1604-4ac9-b677-b11f6b5d39d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193119 ms
Total Talk Time (AGENT): 60285 ms
Total Talk Time (CUSTOMER): 64837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/01f1282d-1604-4ac9-b677-b11f6b5d39d5_20250212T14:50_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] Yes, [PII], this is [PII] from Saint Luke's Hospital checking claim status, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 01897877
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [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] 82124 $2234. 40.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I believe I just located it. Hold on one moment. And what was the total bill? 2000?
[CUSTOMER][NEUTRAL] $234. 40.
[AGENT][NEUTRAL] 2:34, OK.
[AGENT][NEUTRAL] Alright, so we don't have a claim on file with that total bills, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let me verify your address. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure we have the right address.
[CUSTOMER][NEUTRAL] Uh, just, uh, one second.
[CUSTOMER][NEUTRAL] OK, we send it to [PII].
[AGENT][NEUTRAL] So that is the wrong claim's mailing address. Um, let me give you the new claims mailing address.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye. OK, bye.