AccountId: 011433970860
ContactId: 0e13d3c4-c2bf-4ac2-bb79-af9369be5dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167559 ms
Total Talk Time (AGENT): 65858 ms
Total Talk Time (CUSTOMER): 55341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0e13d3c4-c2bf-4ac2-bb79-af9369be5dc3_20250108T13:47_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] Hi [PII], my name is [PII]. I'm calling from Lexington Medical Center. I'm calling to check the status of the claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, my telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII], that's a direct line.
[CUSTOMER][NEUTRAL] And the policy number is 2311575.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [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'd like me to look up for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $3,882.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just located it. It's coming up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 354.
[AGENT][NEUTRAL] 5457.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Um, as a benefit, maximum for this data service has been met.
[CUSTOMER][NEUTRAL] OK, Benefit Maxnet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well I appreciate your help, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, yes, do you have a call reference number for me?
[AGENT][NEUTRAL] What we don't have call reference numbers, but you can use my name in today's date. Um, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, well thank you so much, [PII], you have a great day, OK?
[AGENT][POSITIVE] Thank you, Ms. [PII]. You also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye-bye.