AccountId: 011433970860
ContactId: 35cbdb75-f979-4f91-92cc-c2c0eab069e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187850 ms
Total Talk Time (AGENT): 78651 ms
Total Talk Time (CUSTOMER): 60714 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/35cbdb75-f979-4f91-92cc-c2c0eab069e1_20250520T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling you from provider service upon checking claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] You can go.
[AGENT][NEUTRAL] May I have the member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 026.
[CUSTOMER][NEUTRAL] 058
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] and the 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 date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] [PII] and the bill amount, 1,553 dollars.45 cents.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, the reason I'm asking, um, we've only processed one claim for the member and it's a different date of service, so there's no claim on file for your date of service.
[CUSTOMER][NEUTRAL] OK. And the bill amount is 1,553.45.
[AGENT][NEUTRAL] There is no claim on file for your date of service. So you can file the claim if you like, but we don't have anything here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you pull up anything with the bill amount?
[AGENT][NEUTRAL] We can't search by the bill amount, only the data service. There's only one claim here and it's a different data service and different total bills.
[AGENT][NEUTRAL] Did you need a fax number or mailing address or payer ID to submit the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] No. Can you provide me the call reference?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] What's your name? Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] My name is [PII]. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you. Have a great day.