AccountId: 011433970860
ContactId: 13867ebd-5386-4b0d-bdcf-c7db16bd214f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151149 ms
Total Talk Time (AGENT): 57039 ms
Total Talk Time (CUSTOMER): 56587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/13867ebd-5386-4b0d-bdcf-c7db16bd214f_20250325T15:39_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] Hey [PII], my name is [PII]. I'm calling from Med Health Medical Surgery Center. I need to see if you have received a claim from us.
[AGENT][NEUTRAL] OK, well, I can definitely check and see if the claims on file for you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, that would be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02456428.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. 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 like me to check on?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] 2, no, I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you for that. And then the total bill?
[CUSTOMER][NEUTRAL] Um, let me see what it billed out.
[CUSTOMER][NEUTRAL] $5,792.
[AGENT][NEUTRAL] $5,792.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is the name of your provider's office?
[CUSTOMER][NEUTRAL] And me Health Medi Surgery Center.
[AGENT][NEUTRAL] OK, no, we don't have a claim on file for you, from you all for that data service or total bills.
[CUSTOMER][NEGATIVE] OK, OK, that's what I was afraid of. OK, I'll just resend it.
[AGENT][NEUTRAL] Alrighty, Ms. [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, do you give out call reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.