AccountId: 011433970860
ContactId: 15a360a5-a5ea-4bee-9274-dfe6e959caa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143470 ms
Total Talk Time (AGENT): 58280 ms
Total Talk Time (CUSTOMER): 44455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/15a360a5-a5ea-4bee-9274-dfe6e959caa0_20250203T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm trying to find out if a claim has been received for processing.
[AGENT][NEUTRAL] OK, I can definitely check on the claim and see if it's been received for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Policy number is 02442082.
[AGENT][NEUTRAL] Thank you for that. And are you, are you the insured or you're calling with the provider or group?
[CUSTOMER][NEUTRAL] I'm calling with the provider.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hold on one moment, here we go.
[AGENT][NEUTRAL] And can you verify the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] 114 24 total bill amount is $522.
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[AGENT][NEUTRAL] So I'm actually not showing a claim on file for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Um, I just wanted to make sure.
[CUSTOMER][NEUTRAL] Um, and I can fax that into to [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, is there a reference number I can notate for our call today?
[AGENT][NEUTRAL] Uh, so there's no call reference number, but you can use my name in today's date. So again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.