AccountId: 011433970860
ContactId: 54e7779f-c737-4551-b4ec-2a19c3d9b9aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199850 ms
Total Talk Time (AGENT): 65690 ms
Total Talk Time (CUSTOMER): 63995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/54e7779f-c737-4551-b4ec-2a19c3d9b9aa_20250210T17:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm [PII]. Uh, I'm calling from Memory Clinic. I need to check claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's D for Delta 43731803.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, spell the last name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $3,335 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] MI clinic?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I'm sure that claim process as, give me a moment. Our records indicate that premium for this service date was not received, therefore benefits are not payable. I do show that this patient's policy had termed on [PII], so the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And can I have call reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date. And [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, uh, that's it. Can I know your name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you so much for assisting me today. Have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm bye.