AccountId: 011433970860
ContactId: 4d75958d-7dc2-4a69-b883-9fd1c18ca591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352339 ms
Total Talk Time (AGENT): 128127 ms
Total Talk Time (CUSTOMER): 112763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4d75958d-7dc2-4a69-b883-9fd1c18ca591_20250115T15:23_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, hi, this is [PII]. I'm calling for for office. I'm looking for a claim, sir.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status of our. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I'm sorry. [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have only one.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01699836 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um may I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Date of service is [PII] and charge amount is $650.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, I'm gonna check with the policy number that you gave me, but that policy number um termed on [PII]. There is an active policy number, um, which has been active since [PII]. Let me give that policy number to you.
[CUSTOMER][NEUTRAL] It means, uh,
[CUSTOMER][NEUTRAL] Member is active on date of service with a different uh policy number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Go ahead. One moment. Mhm.
[AGENT][NEUTRAL] So the active policy number is 247.
[AGENT][NEUTRAL] 3107.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] Just, it's uh uh only uh seven digit.
[CUSTOMER][NEUTRAL] 247-3107, right?
[AGENT][NEUTRAL] Right, you can add a 0 in the front, but you don't need it.
[CUSTOMER][NEUTRAL] Uh, it's start with 024.
[AGENT][NEUTRAL] You can add a 0 at the beginning if you like, but you can start with just the 247-31007.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for [PII].
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] Know what name?
[CUSTOMER][NEUTRAL] Yes. May I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[AGENT][NEUTRAL] What is the name of the provider's office that would be on the claim?
[CUSTOMER][NEUTRAL] It's uh Bernhard Laboratory ANC.
[AGENT][NEUTRAL] OK, so I'm not sure, so we've only received one claim, um, it's a different total bill, and it's a different provider, so we do not have a claim on file um from you all for
[AGENT][NEUTRAL] The member.
[CUSTOMER][NEUTRAL] One moment. I have uh all details. Allow me one moment. It's uh Mark and Camber provider name and total bill amount is
[CUSTOMER][NEUTRAL] Uh, 2, number 2, OK.
[CUSTOMER][NEUTRAL] Yes, that is correct. So the bill amount is uh
[CUSTOMER][NEUTRAL] $650.
[AGENT][NEUTRAL] Right, there's no claim on file?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you need the claims information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. May I know the uh
[CUSTOMER][NEUTRAL] Claim mailing address?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. Do you have any uh electronic pay ID?
[AGENT][NEUTRAL] Yes, our pay ID is 60801.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. uh, reference number, please.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure. Uh, thank you. Thank you for your information.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, Java?
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am. I have only one claim, so.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.