AccountId: 011433970860
ContactId: 2ced9012-cce5-42d4-8326-8fc107fded5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349519 ms
Total Talk Time (AGENT): 124950 ms
Total Talk Time (CUSTOMER): 135488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2ced9012-cce5-42d4-8326-8fc107fded5f_20250509T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. This is [PII] calling from product office to check on a claim status.
[AGENT][NEUTRAL] OK, and you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh, I have the only one member. I have 4 claims for that number.
[AGENT][NEUTRAL] You have 4 dates of service for 1 member?
[CUSTOMER][NEUTRAL] Yeah, only one member.
[AGENT][NEUTRAL] OK, yes ma'am I can help you with this, and then what is your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's going to be [PII] with the [PII] of [PII].
[AGENT][POSITIVE] OK, thank you. So [PII] will use that.
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah, can you spell out the name for that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will use my name along with today's date as your call reference number for each one. Also any information provided will be a verification of benefits and not a guarantee of payment. And lastly, if the claims are on file and you need a copy of the explanation of benefits, you once you have the claim number, you can print the explanation of benefits from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So what is your patient's policy number, please?
[CUSTOMER][NEUTRAL] Sure. It's going to be 1420757 M as in Mike, L as in Lima, H.
[AGENT][NEUTRAL] OK, so there's, you were missing a number there. Give me the policy number again.
[CUSTOMER][NEUTRAL] 1420757 M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information again provided will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, the patient name is going to be [PII] The last name is [PII], I mean, sorry, [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And you said you had 4 dates of service?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you're right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's a yeah.
[AGENT][NEUTRAL] OK, and what is the first day of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Yeah, sure. The first date of services range from
[CUSTOMER][NEUTRAL] [PII], but the amount of $425 even.
[AGENT][NEUTRAL] Like just.
[AGENT][NEUTRAL] OK, so you said that was [PII], what date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the total amount?
[CUSTOMER][NEUTRAL] It's 4 $25 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I like.
[AGENT][NEUTRAL] OK, so just for your information, this policy was not active for that data service. First off, this policy was active from [PII].
[CUSTOMER][NEUTRAL] Hold
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To its term date of [PII].
[CUSTOMER][NEUTRAL] OK. The member is not active on the date of service, right?
[AGENT][NEUTRAL] No, ma'am, that is correct. This policy would not have been active for those dates of service.
[AGENT][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] Oh, OK. For this number, I have uh [PII] claims only. The member is not active. One moment, I check on that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You said the number is not active since.
[CUSTOMER][NEGATIVE] The number is not active on day now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, the mem the member is termed on [PII], right?
[AGENT][POSITIVE] Uh yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Oh, OK, one moment.
[CUSTOMER][NEUTRAL] strong and remember got passed away.
[AGENT][NEUTRAL] Yes, and I don't have a claim for the your billed amount either.
[CUSTOMER][NEUTRAL] Mm, oh.
[CUSTOMER][POSITIVE] OK, thank you for that and thank you for helping me today. May I know the call reference for this call?
[AGENT][NEUTRAL] Yes, as I stated, it would be my name along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you for that and thank you for helping me today. Bye-bye.
[AGENT][POSITIVE] Well, you're welcome. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you for that.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.