AccountId: 011433970860
ContactId: 24ca6268-9361-4248-a934-1c8ebeddcf0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329089 ms
Total Talk Time (AGENT): 110536 ms
Total Talk Time (CUSTOMER): 108703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/24ca6268-9361-4248-a934-1c8ebeddcf0b_20250612T20:30_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 [PII], this is [PII]. I am calling from Labor on a recorded line for training and quality monitoring, and I'm calling for claim status on a couple of claims for two different members.
[AGENT][POSITIVE] All right, well, I'll be more than happy to assist you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, sure, I have a direct line. It's [PII], and the first policy number I have is 02037588M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, just one for this member and another one for a different member.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Um, sure, it's [PII], and it's for $113.40.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, um, what's the correct mailing address to send to you?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I think that's where we send it. I'm not sure why it didn't go through, but um, so no claim on file and then may I get the spelling of your first name?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] And the first one?
[AGENT][NEUTRAL] And the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number for the entire call. It'll be my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, let me note this one.
[CUSTOMER][POSITIVE] Sure, thank you for your help.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and the next member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, sure, I have, let's see.
[CUSTOMER][NEUTRAL] 01874110.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 487-4110.
[AGENT][NEUTRAL] You said
[CUSTOMER][NEUTRAL] I'm sorry, 01874110.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] Uh, sure, [PII] and $107.10.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I'm not showing the claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, and I'm going to ask, as with the first one was the member active on that data service too with the.
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] With that ID that I gave you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're asking if the first one, if they're active now or were they active on the data service.
[AGENT][NEUTRAL] Or both.
[CUSTOMER][NEUTRAL] I'm active on the data service.
[AGENT][NEUTRAL] OK, hold on one second. November. Yes, um, this policy was active from [PII].
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][POSITIVE] I will just resend this one to you. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. I hope you have a good day, [PII].
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][POSITIVE] Thank you, you're welcome bye bye.