AccountId: 011433970860
ContactId: 1c5d5501-7e6d-4c98-bcd0-d2c5d42afb91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349959 ms
Total Talk Time (AGENT): 118178 ms
Total Talk Time (CUSTOMER): 142961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1c5d5501-7e6d-4c98-bcd0-d2c5d42afb91_20250415T17:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hey, good afternoon. Uh, my name is [PII]. It's [PII] and this call is regarding claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][POSITIVE] I'm doing great. Thank you for asking. Uh, could you do me a favor and please spell out your name for me?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Got it. Thank you so much for that.
[AGENT][NEUTRAL] You're welcome. And what is your callback number?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, it does, and there is no extension.
[AGENT][NEUTRAL] Thank you. And how many clients do you have to check status on today?
[CUSTOMER][NEUTRAL] Uh, uh, I do have, uh, let me check. I think I have only one. Let me just review it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So far we have only one.
[CUSTOMER][NEUTRAL] Mm give me uh.
[CUSTOMER][NEUTRAL] OK, I see on this one.
[CUSTOMER][NEGATIVE] So far,
[CUSTOMER][NEGATIVE] No, that's not for you.
[CUSTOMER][NEUTRAL] Mm, I only have uh one thing to ask you today.
[AGENT][NEUTRAL] OK, I can help you with that. And what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is gonna be uh.
[CUSTOMER][NEUTRAL] 015, uh let me repeat it. 01526012 M as Mary, L as Lima, number 7.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] OK, and the information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] Uh, the member name is uh [PII] Date of birth is gonna be [PII].
[AGENT][NEUTRAL] And what was the first name again?
[CUSTOMER][NEUTRAL] Oh, it's uh [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] What is the data service and total bill amount, please?
[CUSTOMER][NEUTRAL] Uh, the date of service is gonna be.
[CUSTOMER][NEUTRAL] [PII]. The amount is $4,0071 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there is no claim on file for this member. This policy was not active for the data service.
[AGENT][NEUTRAL] Of [PII], this policy had an effective date of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it turned on [PII].
[AGENT][NEUTRAL] And there is no other active policy with APL beyond that point.
[CUSTOMER][NEUTRAL] Oh, got it. Uh, OK. Uh, so there is uh no claim on file and, uh, no, uh, and, uh, the policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is also not active on the date of service, right?
[AGENT][POSITIVE] Yes, sir, that is correct. Mhm.
[CUSTOMER][NEUTRAL] Uh, effective, uh, from [PII], correct?
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Got it. Uh, 4118 till 4120.
[AGENT][NEUTRAL] 41 of 18 to 41 of [PII].
[CUSTOMER][NEUTRAL] Got it. Uh, got it.
[CUSTOMER][NEUTRAL] OK. And uh there is no additional uh coverage information you have.
[AGENT][NEUTRAL] I would not have any. No, sir, other than they do not have another policy beyond that point.
[AGENT][NEUTRAL] There's no other policy after [PII] with our company.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] You would need to reach out to the insured to see if they have other coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, got it. Uh, for one.
[CUSTOMER][NEUTRAL] Active insurance. So yeah, I think I'm um.
[CUSTOMER][NEUTRAL] All done for the day. Let me just check. Uh, yeah, I'm all done for the day. What's gonna be the call reference?
[AGENT][NEUTRAL] I have a call reference number would be my name along with today's date.
[AGENT][NEUTRAL] And is there anything else that I can help you with, Fish?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh no, that's all I uh needed today. Thank you so much. Have a good day.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you for calling APL. I hope you have a nice day also.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.