AccountId: 011433970860
ContactId: 436a76fc-bd19-4d4c-b847-f433f071679d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128490 ms
Total Talk Time (AGENT): 51290 ms
Total Talk Time (CUSTOMER): 40292 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/436a76fc-bd19-4d4c-b847-f433f071679d_20250509T12:41_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] Hey [PII], my name is [PII]. I'm calling from Virginia Mason Medical Center, and I was calling to check claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, that number is.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] and the ID I have is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], last name [PII]. 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] Data service is [PII] for $296.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for the data service, but also I'm not showing that there were any policies active on the data service. um.
[AGENT][NEUTRAL] All the, all her policies terms on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, we'll get that patient a letter sent out. I appreciate it.
[AGENT][POSITIVE] You're very welcome, sir. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it. I appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling AP have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.