AccountId: 011433970860
ContactId: 2d2c9f94-2bad-454f-9e09-7b91e2f04435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139710 ms
Total Talk Time (AGENT): 56504 ms
Total Talk Time (CUSTOMER): 46642 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2d2c9f94-2bad-454f-9e09-7b91e2f04435_20250508T17:09_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] Hi [PII], this is [PII]. uh, I am calling to check claim status please.
[AGENT][POSITIVE] OK, well, I'm more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01936783.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII] [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 bill?
[CUSTOMER][NEUTRAL] Yes, it's [PII], $25. Charge amount is $26.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, so nothing. OK, so I do the service.
[CUSTOMER][NEUTRAL] Alrighty, um, can you also verify the patient's eligibility on this as well?
[AGENT][NEUTRAL] Sure, hold on one second.
[AGENT][NEUTRAL] So the policy is no longer active. It was effective from [PII]. Um, so there actually was no policy active on the data service.
[CUSTOMER][POSITIVE] Got you. OK, well thank you so much for the information. Is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty sounds good thank you so much for your help and have a great day.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, no, that'd be all for now.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.