AccountId: 011433970860
ContactId: 4e329cad-2148-4c43-9dec-85444297848f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236360 ms
Total Talk Time (AGENT): 84792 ms
Total Talk Time (CUSTOMER): 129260 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4e329cad-2148-4c43-9dec-85444297848f_20250220T13:32_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] Good morning. Thank you for calling ATM. How can I help you? Hi, my name is [PII] calling from provider office to verify the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] May I have the member's policy number? 02334237.
[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] Can you verify the date of birth. My name is [PII]. 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. May I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] May I have the service for? Data service was [PII], 2024.
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] The bill amount cost $6,307.52.
[AGENT][NEUTRAL] That was $6,307.52.
[CUSTOMER][NEUTRAL] That the 6000.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Uh, that's 6307.52.
[AGENT][NEUTRAL] Correct. And what was the date of service, August?
[CUSTOMER][NEUTRAL] OK. Data service [PII].
[AGENT][NEUTRAL] Of [PII]? OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] Sorry about that, my keyboard was sticky and it didn't type that date.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK. Oh, no problem.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Alright, so I'm not showing a claim on file February for [PII]. Uh, I have the, uh, claim number. Can you please check with that because, uh, previous user mentioned one claim number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, what's the claim number?
[CUSTOMER][NEUTRAL] Sure, what's the phone number? [PII].
[AGENT][NEUTRAL] OK, so was this the claim number for their primary insurance? Because their secondary insurance are start with the 3 and it's about 7 to 8 digits, the claim number would be.
[CUSTOMER][NEUTRAL] OK, so what is the number for the primary insurance, the secondary insurance are start with the 3, about 7 to extension.
[AGENT][NEUTRAL] Is this the claim number for their primary insurance?
[CUSTOMER][NEUTRAL] Like not.
[CUSTOMER][NEUTRAL] This the number for their primary insurance?
[CUSTOMER][NEUTRAL] Um, no. Uh, can you please verify which is the primary insurance during date of service for this number?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] So it's showing up as HAP.
[CUSTOMER][NEUTRAL] Spelling number is HAP.
[CUSTOMER][NEUTRAL] HIV.
[AGENT][NEUTRAL] Under our um
[AGENT][NEUTRAL] Under our, well, our, how can I say it, on our system for major medical is listed as H as in Harry, A as in apple, P as in Paul.
[CUSTOMER][NEUTRAL] And there are um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Make a medical and be in the ball.
[CUSTOMER][NEUTRAL] OK sure.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good day.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, nothing else, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Yeah, that.