AccountId: 011433970860
ContactId: 293ed1c8-6549-48f1-b833-200bb2ff3c3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132570 ms
Total Talk Time (AGENT): 55241 ms
Total Talk Time (CUSTOMER): 50641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/293ed1c8-6549-48f1-b833-200bb2ff3c3c_20250121T21:09_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] Hello [PII]. This is [PII]. It's spelled as [PII]. I'm calling on behalf of the provider Vital MD Group Holding LLC for a medical claim, and this call will be recorded for the quality and training, uh, purposes.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status and how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] It's [PII]. The policy number is 02557885.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, member's name is [PII]. Date of birth is [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 data service for the claim you want me to check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] for the amount of $1,078.
[AGENT][NEUTRAL] $1,078 even?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was for [PII]?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, and I'm not showing any claims on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII] The [PII].
[CUSTOMER][NEUTRAL] OK. Got it.
[AGENT][NEUTRAL] Alright, was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all from my side. Can you give me the reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for this. Have a great day.
[AGENT][POSITIVE] You also and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.