AccountId: 011433970860
ContactId: 51e56a07-01c7-47fa-83a2-24a47351ae52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197309 ms
Total Talk Time (AGENT): 73599 ms
Total Talk Time (CUSTOMER): 67261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/51e56a07-01c7-47fa-83a2-24a47351ae52_20250106T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you so much for seeing my call. My name is [PII]. Last initial is [PII], calling our provider office. Want to discuss the claim.
[AGENT][NEUTRAL] [PII], what is your callback number if we are disconnected please thank you.
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] 980762.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, that was 980762 thank you one moment.
[AGENT][NEUTRAL] OK, thank you, [PII] and verify that patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for that verification, [PII], and again you're calling for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the date of service and total charge amount please?
[CUSTOMER][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The bill amount of $174 even.
[AGENT][NEUTRAL] OK, and also you can check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain and you'll be if you need one as well. Give me one moment please to check for that date of service for you.
[AGENT][NEUTRAL] Thank you for your patience, [PII]. I do not show that we have a claim on file.
[CUSTOMER][NEUTRAL] OK, there is no plan for us.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes I can confirm the address.
[AGENT][NEUTRAL] OK, it is, I'm sorry?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have that [PII]. Is it?
[AGENT][NEUTRAL] Our mailing address has changed for claims. Let me provide it to you when you're ready for that, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you provide me uh the last
[CUSTOMER][NEUTRAL] Digit again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Is it for the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would you like me to repeat the entire?
[CUSTOMER][NEUTRAL] Can you, uh, no, uh, can you check that, uh, the member is active or not on the data service.
[AGENT][NEUTRAL] Long ago, OK.
[AGENT][NEUTRAL] Member is active for date of service.
[CUSTOMER][NEUTRAL] OK. Can you provide me the call reference number?
[AGENT][NEUTRAL] We do not provide call reference numbers, ma'am. You can use my name [PII] last initial [PII], and today's date. Anything else I can help you with?
[CUSTOMER][POSITIVE] No thanks so much. Thanks so much for your time. Have a great day. Bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye bye.