AccountId: 011433970860
ContactId: 1598a149-a59a-4149-b5f8-7641c34771dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255410 ms
Total Talk Time (AGENT): 77694 ms
Total Talk Time (CUSTOMER): 71394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1598a149-a59a-4149-b5f8-7641c34771dd_20250618T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey so I have been here.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, myself [PII] here. Can I get the current status?
[AGENT][NEUTRAL] I'm sorry, I, I, I'm not understanding what you're saying. Could you repeat that bit difficult to hear you.
[CUSTOMER][NEUTRAL] Hey, [PII] here. Can I, can you provide me the claim status?
[AGENT][NEUTRAL] We're needing to check on a.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what was your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is
[CUSTOMER][NEUTRAL] 02123555
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the date of service I'm sorry?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and then what was that bill amount please?
[CUSTOMER][NEUTRAL] The amount is $106 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] OK, and that $106 was that before or after major medical paid?
[CUSTOMER][NEUTRAL] Before.
[AGENT][NEUTRAL] OK, uh, do you have that remaining balance by chance?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, so I've got one claim here from that provider for the state of service and the bill amount we received was $20.76 is that correct?
[CUSTOMER][NEUTRAL] Mm no, $20 no.
[AGENT][NEUTRAL] OK, then it does not appear that we've received this claim.
[CUSTOMER][NEUTRAL] OK, so no claim on file.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, can you give me the call reference number for this one?
[AGENT][NEUTRAL] It would be my first name, last initial and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just check this number is actually for the date of service.
[AGENT][NEUTRAL] Uh, the policy's effective date was [PII] and it is currently active.
[CUSTOMER][POSITIVE] OK, OK, no problem. Thank you.
[AGENT][POSITIVE] Of course thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.