AccountId: 011433970860
ContactId: 217aedcd-504d-464a-aa6f-60dd7f1256a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182960 ms
Total Talk Time (AGENT): 40915 ms
Total Talk Time (CUSTOMER): 81208 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/217aedcd-504d-464a-aa6f-60dd7f1256a1_20250429T13:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] So far
[CUSTOMER][NEUTRAL] How may I help you? Uh, hi, [PII]. I'm [PII] and I'm calling from provider's office to check on the status of a claim.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] I call you back yeah, [PII] callback number for me is [PII] and it's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 01685749.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] So like. Yeah, sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] name. Patient is uh [PII]'s date of birth for her is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status?
[CUSTOMER][NEUTRAL] Yeah, it's my claim status.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that one day the service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] I am not showing we have that claim, no claim on file.
[CUSTOMER][NEUTRAL] 00, thank you so much. And can you please verify is that the uh APL has been a primary or a secondary for this member?
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][POSITIVE] Oh thank you so much for that information. Can I get an effective on termination date?
[AGENT][NEUTRAL] The effective date is [PII]. The policy is still active.
[CUSTOMER][POSITIVE] Thank you so much. And can you please help me with the call reference for the call?
[AGENT][NEUTRAL] We do not have call reference numbers. You use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] for your assistance. Have a good day. Bye bye and take care.
[AGENT][POSITIVE] Thank, thank you, [PII] for calling APLU as well. Bye-bye.