AccountId: 011433970860
ContactId: 44ae6df8-3d48-4f9f-85db-3c3c046415f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352140 ms
Total Talk Time (AGENT): 95460 ms
Total Talk Time (CUSTOMER): 128694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/44ae6df8-3d48-4f9f-85db-3c3c046415f2_20250530T18:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from Emory Clinic. I need to check claim status so we can assist me.
[AGENT][POSITIVE] OK. I'll be more than happy to help you with the claim status. And Sydney, how many claims do you have in total today?
[CUSTOMER][NEUTRAL] But on demand.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 206-81.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Mm, give me a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK, may I have the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, first name, I'll spell it. It's [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [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 for the claim and the total bills?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Data service is um [PII] for the charge amount, $2,761 even.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so there's no claims on file for [PII] for [PII], but also she has not been active on this policy since [PII].
[CUSTOMER][NEUTRAL] October
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can I, uh, know the, uh, effective date range, please?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for her it was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, this is, um, I think [PII]. She's a dependent.
[CUSTOMER][NEUTRAL] Uh, and the
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Subscribers uh Pennylo Lions.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So coverage is not active for the date of service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK I'm savvy.
[CUSTOMER][NEUTRAL] And please, could you verify the clear mailing address as well?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Please, can, can you spell it for me?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the state is [PII], OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Can I have a call reference number, please?
[AGENT][NEUTRAL] 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] like [PII].
[CUSTOMER][NEUTRAL] Can I know your first name, sir?
[AGENT][NEUTRAL] My first name is [PII]
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much for assisting me.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. I got all the information that I want. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.