AccountId: 011433970860
ContactId: 2df0505b-9405-4074-a9a6-8bd14fe10124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276730 ms
Total Talk Time (AGENT): 92800 ms
Total Talk Time (CUSTOMER): 95661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2df0505b-9405-4074-a9a6-8bd14fe10124_20250218T20:19_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, my name is [PII]. I'm calling from the provider office to check the claim status. Uh, could you help me with the claim status? Your name is?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the claim status. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And again, my name is [PII].
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the member policy number is 01343212.
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima. H.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's last name is uh [PII] and the first name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] Yes, again, my name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the date of service and the total bill for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yeah, the data you're asking about the data of service?
[AGENT][NEUTRAL] Yes, the data service and the total bill for the claim status.
[CUSTOMER][NEUTRAL] The data service is uh
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $13,458 even.
[AGENT][NEUTRAL] OK, and what was the date? Slowly?
[CUSTOMER][NEUTRAL] 081 [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment. And all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I'm actually not showing a claim on file for Maritza for [PII].
[CUSTOMER][NEUTRAL] No, you're stating that no claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you confirm the payer ID once?
[AGENT][NEUTRAL] Yes, that payer ID is 60801.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] 60108, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our pay ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sorry. 801. OK. Can you confirm the mailing address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you sir. Uh, can you, uh, uh, can you effect return and download of the claim?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you give me the call reference number for this?
[AGENT][NEUTRAL] Sure, it's no call reference number, but you can use my name in today's date. That's [PII] First initials and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you so much for assisting us. Have a great day. Bye.
[AGENT][POSITIVE] Thank you also. Thanks for calling APL. Bye bye.