AccountId: 011433970860
ContactId: 0bb6d29b-ca55-4b2c-ab0c-407f351d9c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292399 ms
Total Talk Time (AGENT): 86505 ms
Total Talk Time (CUSTOMER): 80701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0bb6d29b-ca55-4b2c-ab0c-407f351d9c6a_20250506T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name's [PII] and I'm calling on behalf of, uh, Moses Cone Memorial Hospital check and claim status on the member.
[AGENT][NEUTRAL] OK, I can help you with claim status, Ms. [PII]. Um, can I please get your call back number just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK. Callback number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII]. Uh, date of birth, [PII], and the policy number we have is 02464113.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Thank you. And your last initial, [PII]?
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and then what is the insured's data service and charge amount?
[CUSTOMER][NEUTRAL] Data service, uh, [PII] total charge $658 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm gonna put you on a quick hold, Miss [PII] while I look up this for you and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking at the um data service of [PII], I do not find a claim on file for the amount that you've given.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, so there's nothing on file for that data service of [PII] for $658.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And uh what's time will filing to submit a claim?
[AGENT][NEUTRAL] There's not one. You can file one at any time as long as the insured was covered on the data service.
[AGENT][NEUTRAL] The claim will go through.
[CUSTOMER][NEUTRAL] OK. And the member is, OK, and the member is active, correct?
[AGENT][NEUTRAL] Yes, ma'am. Wait, no. Let me look back real quick.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like making sure they're active on that data service.
[AGENT][NEUTRAL] Right, let me check.
[AGENT][NEUTRAL] OK, so the effective date of the policy is [PII], and then the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, through [PII]. OK, so remember not active.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] On data service, OK, do you have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome, thank you very much. Hope you have yourself a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a wonderful day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.