AccountId: 011433970860
ContactId: 22ab2fff-a4cd-4887-b2cb-1add4cfdcb8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170839 ms
Total Talk Time (AGENT): 67262 ms
Total Talk Time (CUSTOMER): 31847 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/22ab2fff-a4cd-4887-b2cb-1add4cfdcb8c_20250225T19:32_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] Hi, [PII]. Uh, my name is [PII]. I need to check on a claim. Please call me from my provider's office.
[AGENT][NEUTRAL] OK. You did say your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're needing claim status for one patient, is that also correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am, I can help you. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] ID number is 02008945ML8.
[AGENT][NEUTRAL] OK, [PII], thank you, one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the data service and total bill amount for him please [PII]?
[CUSTOMER][NEUTRAL] 927 24 total charge 35,354.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, so there is no claim on file on this policy for this number in this state of service, but this policy was not active for your data service. This policy termed 71 of 2024.
[AGENT][NEUTRAL] Give me a moment to see if there is another policy for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was no policy active for him for that data service, but there is no claim on file.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a good day.
[AGENT][POSITIVE] Oh, you are certainly welcome. Is there anything else, [PII], that I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye