AccountId: 011433970860
ContactId: 1da07c1c-b310-4384-b897-0f834e6bec89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304540 ms
Total Talk Time (AGENT): 130823 ms
Total Talk Time (CUSTOMER): 109481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1da07c1c-b310-4384-b897-0f834e6bec89_20250421T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I want to check for a claim status.
[AGENT][NEUTRAL] OK, I can check on a client for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, I do have a policy number. It's D as in Delta 41203316.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers, uh, that is through they're called 90 degree Benefits. Uh, if you'd like I can give you their phone number and transfer you to them, or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, in that case, uh, can you please check with the date of birth? In short, I will check for the socials.
[AGENT][NEUTRAL] Uh, I can't search using a date of birth. Um, it would either be a policy number, their social, or, uh, if you could spell out the first and last name for me, I can try searching that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sure. Uh, so the first name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state does this member live in [PII]?
[CUSTOMER][NEUTRAL] Uh, sorry, what's, uh, can you please repeat?
[AGENT][NEUTRAL] What state does this member live in?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] Um, OK, uh, what was the date of birth for the member?
[CUSTOMER][NEUTRAL] Oh, what state? Sorry, sorry. The state is [PII]. Sorry.
[AGENT][NEUTRAL] Yes, that's OK.
[AGENT][NEUTRAL] OK, that's all right. Do you have the member's date of birth?
[CUSTOMER][NEUTRAL] Yeah, I do have the member's date of birth. It's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that so I did find a policy with them uh this was for medical correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah it's right.
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[AGENT][NEUTRAL] OK, so I will say, uh, [PII], that this policy terminated [PII]. So they currently don't have a policy active with us, nor did they have one active at that time.
[CUSTOMER][NEUTRAL] OK, the policy terminated on [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Would you like me to see if we still received this claim?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, uh, what was the bill amount?
[CUSTOMER][NEUTRAL] Oh yeah, sure.
[CUSTOMER][NEUTRAL] Uh, so the bill amount is $66.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive this claim, um, of course we were unable to uh pay a benefit as the services were rendered after coverage was terminated. Did you need that claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me check in the, yeah, yeah, yes, please. What's the claim number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, that is 3583.
[AGENT][NEUTRAL] 753.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yeah, just the receive date and the call reference number.
[AGENT][NEUTRAL] Of course, give me just a moment.
[AGENT][NEUTRAL] So this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And the call reference number, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.