AccountId: 011433970860
ContactId: 07ae3802-b545-46e7-9acc-7e828613355a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247850 ms
Total Talk Time (AGENT): 90271 ms
Total Talk Time (CUSTOMER): 96090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/07ae3802-b545-46e7-9acc-7e828613355a_20250418T16:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, uh, your voice is breaking. Can you please repeat your name once again?
[AGENT][NEUTRAL] My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and uh I have called to uh get information about the claim. Can you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], um, there's some noise in your background, um, what is your callback number please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 687
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] OK, let me repeat that to you, [PII]. I have that as 01868782.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for claim status. What is that date of surcharges and total amount?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII]. The amount is $984 even.
[AGENT][POSITIVE] OK, that was [PII] $984 even. Thank you so much. One moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you, one moment.
[AGENT][POSITIVE] For that clarification, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, one moment please.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Now also [PII], you can check claim status but I'm sorry.
[CUSTOMER][NEUTRAL] OK. Uh, actually, like,
[CUSTOMER][NEUTRAL] Yes, sir. Uh, you can, you can say that I'll say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can check claim status by visiting our secure portal at [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I did not show a claim on file for [PII] for $984.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, that's what I'm asking. Uh, can you please let me know, is the member eligible or is a member, uh, member, uh, eligible on the date of service?
[AGENT][NEUTRAL] The policy currently shows active.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK. And also, can you help me with the active term rate of the policy?
[AGENT][NEUTRAL] The policy is currently active. It shows with an effective date of [PII]. Again, the policy shows currently active.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no, no on that specifically again.
[AGENT][NEUTRAL] It's currently active.
[CUSTOMER][NEUTRAL] OK. And also, can you help me with the last U be updated?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the last coordination of benefits, uh, can you let me know when was the last coordination of benefits updated?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We does not coordinate benefits.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We do not coordinate benefits.
[CUSTOMER][NEUTRAL] OK. Uh, no worries. Uh, and also can you help me with the call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers. [PII], you can use my name [PII] last initials [PII] and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, actually, I'm done with the claim, uh, and thank you for helping me out. It was great talking to you. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good weekend and take care. Bye bye.