AccountId: 011433970860
ContactId: 02a4ab97-8978-4c28-acb1-97d7eb16b5b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207070 ms
Total Talk Time (AGENT): 82979 ms
Total Talk Time (CUSTOMER): 57171 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/02a4ab97-8978-4c28-acb1-97d7eb16b5b8_20250124T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and I'm calling to know about the claim. And your name is?
[AGENT][POSITIVE] It's [PII], and I can definitely check on a claim for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, it is uh [PII].
[CUSTOMER][NEUTRAL] Um, sorry.
[CUSTOMER][NEUTRAL] Uh, sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah. It is 1450012 uh M, Mary, L Lima, number 5.
[AGENT][NEUTRAL] Thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] My name is [PII] and the date of birth is uh [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, one moment, uh, the policy you gave me, uh, terminated in [PII]. If you'll give me one moment, I'll see if they had one active at that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they did not, this was the only policy they had with us, um, but I will still check to see if we received that claim, um, what was the bill amount please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is $490 even.
[AGENT][NEUTRAL] 490. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was the name of the provider's office, [PII]?
[CUSTOMER][NEUTRAL] Uh, wait a moment. It is Vital MD Group Folding LLC.
[AGENT][NEUTRAL] OK, so the only claim I have for this state of service is from Vital MD Group Holding, uh, but it was for the amount of $350.
[CUSTOMER][NEUTRAL] Uh, you mean this claim is not on file?
[AGENT][NEUTRAL] Right, if it was a claim for 490, then we have not received that claim.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] But again, the policy did terminate uh [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, when it is done?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] find the policy term.
[AGENT][NEUTRAL] So the effective date was [PII]. It terminated [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] I know. Thank you, guys. It's very helpful. Have a great day. Bye for now.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO. You too, bye bye.