AccountId: 011433970860
ContactId: 2788daf9-71a8-41e8-9bf4-eeb03d276886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309839 ms
Total Talk Time (AGENT): 94413 ms
Total Talk Time (CUSTOMER): 67199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2788daf9-71a8-41e8-9bf4-eeb03d276886_20250210T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] from provider office, um, checking on a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02027756 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient is uh [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for a claim status for her, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, and what was that date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] for $415.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show we received that claim and that policy number you gave had terminated, so I'll give you the current policy number when you're ready.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the, the policy number which I gave you was terminated on this date, [PII].
[AGENT][NEUTRAL] No, it terminated on [PII], and as I said, I can give you the current policy number when you're ready.
[CUSTOMER][NEUTRAL] OK, give me that.
[AGENT][NEUTRAL] OK, it is.
[AGENT][NEUTRAL] 2481557.
[CUSTOMER][NEUTRAL] That's it. So 248-1557.
[AGENT][NEUTRAL] Correct. Effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] So you guys also want to check like uh you guys uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, cover the member deductible?
[AGENT][NEUTRAL] Well, this is a secondary policy helps with primary insurance deductible, co-pay or co-insurance for coverage services.
[CUSTOMER][NEUTRAL] And where we need to send the claim?
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me a sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, do you have a reference number?
[AGENT][NEUTRAL] Uh, no, sir. We don't give reference numbers. You may use my name in today's date. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh no, that's it. Thank you so much. I appreciate.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] What is your
[AGENT][NEUTRAL] I'm sorry?