AccountId: 011433970860
ContactId: 4d91658e-ce14-4b67-877e-7265c49b163b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430459 ms
Total Talk Time (AGENT): 128993 ms
Total Talk Time (CUSTOMER): 150485 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4d91658e-ce14-4b67-877e-7265c49b163b_20250414T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] calling from provider's office to check on the claim status. Could you please help?
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Yes, that is correct, one claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Uh, no, I'm sorry for that. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah. Could you please spell out your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And my name and today
[AGENT][NEUTRAL] The state will also be your call reference number, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, yeah. Could you please spell out your name once again? Your voice is, your voice is in and out.
[AGENT][NEUTRAL] And the members
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, yes, it's 1016.
[CUSTOMER][NEUTRAL] 0656
[CUSTOMER][NEUTRAL] 1 M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] OK, so [PII], I'm gonna need for you to check that number because that's not a valid policy number. That, that's too many numbers at the beginning. You said 10160656 and then another one?
[AGENT][NEUTRAL] Before the letters.
[CUSTOMER][NEUTRAL] Uh, yeah, I start a word, so 01.
[AGENT][NEUTRAL] Yeah, so that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me the policy number again, [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah, one moment please.
[CUSTOMER][NEUTRAL] It's 0160.
[CUSTOMER][NEUTRAL] 656.
[CUSTOMER][NEUTRAL] 1 M as in Mike. L as in Lima number 8.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information [PII] that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII], and the patient's last name is [PII].
[CUSTOMER][NEUTRAL] And the patient date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] Yeah, it is uh.
[CUSTOMER][NEUTRAL] Um, [PII] and the amount is $727 even.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so on this policy, there is no claim for that data service. This policy actually termed Tom 101 of 2024. Let me see if there is another policy and there is not and there is no claim on file.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] She did not have an active policy with APL for your data service.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK. May I know what is the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when was the patient effective on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, is this patient have any active insurance?
[AGENT][NEUTRAL] As I explained, there is no other active coverage with our with our company for your data service.
[CUSTOMER][NEUTRAL] who
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] May I the call reference number?
[CUSTOMER][NEUTRAL] And me and.
[AGENT][NEUTRAL] My name along with today's date.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And is there anything else, [PII], I can help you with?
[CUSTOMER][POSITIVE] OK, thank you for that.
[CUSTOMER][POSITIVE] No, that's it. Thank you for assisting me. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Well, you're welcome. Yes, sir. I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah