AccountId: 011433970860
ContactId: 3869c52b-f7c8-4178-b876-fb108f8f23cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322049 ms
Total Talk Time (AGENT): 117705 ms
Total Talk Time (CUSTOMER): 113854 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/3869c52b-f7c8-4178-b876-fb108f8f23cb_20250131T20:02_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]. Last name initial is [PII], and I'm calling to check on the present claim status.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that claim status. What is a good, um, what is your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 593183683
[AGENT][NEUTRAL] 59313-36883 is that the social?
[CUSTOMER][NEUTRAL] Uh, no. [PII].
[AGENT][NEUTRAL] That is not the APL policy number for the patient.
[AGENT][NEUTRAL] Is that, do you have an ID card?
[CUSTOMER][NEUTRAL] Uh, wait a second. I was just
[CUSTOMER][NEUTRAL] Yes, I will check the ID card. Give me one sec.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh, have you the ID card um.
[CUSTOMER][NEUTRAL] Remember?
[AGENT][NEUTRAL] For APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But there's no member ID here's a certificate number.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Was that the number you gave me was the certificate number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what is the certificate number?
[CUSTOMER][NEUTRAL] 019729
[CUSTOMER][NEUTRAL] 64 M for Mike L for Lima 7.
[AGENT][NEUTRAL] All right, thank you. And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] For [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to assist you with claim status. What is the data service?
[CUSTOMER][NEUTRAL] [PII]. It's for $357.74.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now the policy number you gave me actually turned on 12122.
[AGENT][NEUTRAL] There is another policy for [PII].
[AGENT][NEUTRAL] Under policy number 2,286,150.
[AGENT][NEUTRAL] But that policy.
[CUSTOMER][NEUTRAL] 228-6150. Is this uh the, the member ID number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, this is the most current policy for [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 228-6150. Now, this policy was active from [PII] and termed on 12-1-2023.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am checking for data service 12 I'm sorry 1021 24.
[AGENT][NEUTRAL] I don't have that claim on file, and his policy was not active for that data service.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Is that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 315. And when was the termination date again? [PII]. OK, thank you. May I have the call reference number for the phone?
[AGENT][NEUTRAL] 12 1 2023.
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, you too as well. Thank you. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.