AccountId: 011433970860
ContactId: 471689dd-3b83-4ae1-97cb-c8ae16717f49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162580 ms
Total Talk Time (AGENT): 75559 ms
Total Talk Time (CUSTOMER): 71068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/471689dd-3b83-4ae1-97cb-c8ae16717f49_20250103T20:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII] and I'm calling from Doctors Hospital to see if you have a claim on file.
[AGENT][NEUTRAL] Yeah, let's help you with claim status today, my friend. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I'm sorry about that, Ms. [PII]. And what is, what's the policy number?
[CUSTOMER][NEUTRAL] That's fine, that's OK.
[CUSTOMER][NEUTRAL] OK, it says hold on a second mm, I have a group number and then it has a certificate number, is that it?
[AGENT][NEUTRAL] Oh, the certificate number, yes, please.
[CUSTOMER][NEUTRAL] OK, 157-587-3 ML 7.
[AGENT][POSITIVE] Perfect. And let me pull that up for you while I'm getting that policy pulled up. Do you mind if I also get a good callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, I appreciate that. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And what is the date of service on the claim you want to look at?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's [PII] for 1555.
[AGENT][NEUTRAL] You said 48?
[CUSTOMER][NEUTRAL] 48 of 2024, yes.
[AGENT][NEUTRAL] Alright, I'm not showing a claim on file for that date of service. I'm really sorry.
[CUSTOMER][NEUTRAL] No, and was she effective for the data service?
[AGENT][NEUTRAL] Uh, let me take a peek at that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, she was. She's been current and active with us since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and let me see, and that is the correct policy number, right? The ML7.
[AGENT][NEUTRAL] Oh, you know what, I'm so sorry. You know, I don't think I was looking at that right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] She was not active. I'm, I have no idea what I looked at or read off to you. Um, she actually her policy terminated with us [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, perfect. OK, um, no, that's OK, that's perfect. No, thank you so much. Did you give a call reference number?
[AGENT][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] Yeah, it's gonna be my name, [PII], first initial, last name, [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much and have a great weekend.
[AGENT][POSITIVE] Hey my pleasure. Thank you too and you have a great new [PII].
[CUSTOMER][POSITIVE] Thank you, same to you. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] OK