AccountId: 011433970860
ContactId: 04c53cbf-05a3-479e-ad52-d397745d5dc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265829 ms
Total Talk Time (AGENT): 64205 ms
Total Talk Time (CUSTOMER): 113317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/04c53cbf-05a3-479e-ad52-d397745d5dc6_20250304T15:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from products offer to check on a claim status.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII] with the extension of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. It's going to be 1449784 M as in Mike, L as in Lima, 4.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the patient's name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] The last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can help you with that one day of service.
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII] with the bill amount of 3.
[AGENT][NEUTRAL] 10 9.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, I still didn't understand the data service.
[CUSTOMER][NEUTRAL] It's 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no claim on file. This policy canceled to one of 21.
[CUSTOMER][NEUTRAL] OK, there is no claim on file, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 60801, but this policy canceled 2121.
[CUSTOMER][NEUTRAL] they tell.
[CUSTOMER][NEUTRAL] Term done, uh, may I know the term date again?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] Termed on that date, right? The number is not active on that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, just a minute. I check on that. Mhm.
[CUSTOMER][NEUTRAL] OK. Member is not active on that.
[CUSTOMER][NEUTRAL] Who is responsible for that. Just a minute. Hold on.
[CUSTOMER][NEUTRAL] May I know the effective date, the effective date?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2118.
[CUSTOMER][NEUTRAL] [PII] and member term on to [PII] and there is.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can you spell out your name for documentation purpose?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII], and there is no claim on file. You see that the member is not actually on do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the call reference for this call?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, and thank you for that. Thank you for helping me today. Bye-bye. Take care.
[AGENT][POSITIVE] Thank you for calling and for calling APL. You as well.
[CUSTOMER][NEUTRAL] Mhm.