AccountId: 011433970860
ContactId: 48bd90da-b7be-4a8b-b2a9-91e8f5a201c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316049 ms
Total Talk Time (AGENT): 108360 ms
Total Talk Time (CUSTOMER): 107561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/48bd90da-b7be-4a8b-b2a9-91e8f5a201c8_20250318T21:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Emi Clinic. I'm here for claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And that's a direct line.
[AGENT][NEUTRAL] Mm thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. Policy number is 01861678.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. Patient's name, [PII].
[CUSTOMER][NEUTRAL] Silver Street. Date of birth [PII].
[AGENT][NEUTRAL] Can you repeat that date of birth one more time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK, that's not who I pulled. Let me have that policy number one more time.
[CUSTOMER][NEUTRAL] Yeah. Please give me a moment. I'll check the member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] The member ID is 01057608.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service [PII].
[CUSTOMER][NEUTRAL] And the total amount is $478.74.
[AGENT][NEUTRAL] That was [PII], correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, there is no claims on file for this member for that date of service. Now, I did find a new policy, um, it is a different policy, but this is the correct policy for that date of service, but there's no claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you very much. And the claims mailing address I have, it is [PII]. Uh, is that the correct mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's an old address. That is not the correct one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I have the uh new claims address?
[AGENT][NEUTRAL] OK, sure. That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you very much. And one more thing, uh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, can you please verify me whether this policy was that, uh, active for that date of service?
[AGENT][NEUTRAL] Um, yes, the policy, which is, uh, let me give you the correct policy number because the one you gave me is an old policy. So let me give you the correct one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The correct policy number is 0189.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1678.
[AGENT][NEUTRAL] And the effective date is [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] OK, got it. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And yeah, that's all I wanted to check. Thank you very much for your time. And can I have a call reference, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name with the last name initial?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's [PII].
[CUSTOMER][POSITIVE] Got it. Thank you very much.
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][POSITIVE] No, that's all. Thank you very much for your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Have a good afternoon. Bye.
[AGENT][NEUTRAL] And