AccountId: 011433970860
ContactId: 4cc514f2-691b-4732-b8b1-56dad2d874e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298220 ms
Total Talk Time (AGENT): 94440 ms
Total Talk Time (CUSTOMER): 112304 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4cc514f2-691b-4732-b8b1-56dad2d874e8_20250219T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my first name is [PII] and last initial is [PII]. I'm checking your claim status.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 92262402.
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers. [PII], do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Sorry, you want the social security number?
[AGENT][NEUTRAL] Uh, yeah, cause that's not one of our policy numbers, so I'll be able to find the insured with a social.
[CUSTOMER][NEUTRAL] Um, currently we don't have a social security number. We have only member ID.
[AGENT][NEUTRAL] OK, um, would you mind spelling out their first and last name for me?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I tell the first name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that would be
[CUSTOMER][NEUTRAL] [PII]. And the patient's last name is [PII], and the patient date of birth is [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, and that was, this was for medical, correct, [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, I do believe I found them. um, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, the data service is number 25, [PII] and the total charge amount is $245 even.
[AGENT][NEUTRAL] OK, so this policy terminated [PII]. I did look to see that this was the last policy they had with us.
[AGENT][NEUTRAL] Would you still like me to see if we received this claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the member was terminated on [PII], right? Or [PII]?
[AGENT][NEUTRAL] [PII], it was [PII] that they terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After member was not active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No way.
[CUSTOMER][NEUTRAL] So there is any other insurances available?
[AGENT][NEGATIVE] Not that I am able to see.
[AGENT][NEUTRAL] This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the effective date?
[AGENT][NEUTRAL] Yes, this policy's effective date was [PII].
[CUSTOMER][NEUTRAL] That is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the claim number?
[AGENT][NEUTRAL] Um, we did not receive this claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I did go ahead and look to see and no we've not received a claim from them since [PII].
[CUSTOMER][NEUTRAL] OK, all right. And I have one more claim the date of service of.
[CUSTOMER][NEUTRAL] Number [PII], the same patient.
[AGENT][NEUTRAL] OK, yeah, we've not received any claims for this individual since [PII].
[CUSTOMER][NEUTRAL] OK, since [PII] after that you did not receive any claims, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can, can you please provide me the call reference number?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], was there anything else I could help you with on?
[CUSTOMER][POSITIVE] No, nothing for today. Thanks for asking and thanks for your information. Have a great day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.