AccountId: 011433970860
ContactId: 56c7775f-ae54-4d2f-b30c-5c4c61910ae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255089 ms
Total Talk Time (AGENT): 80556 ms
Total Talk Time (CUSTOMER): 69024 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/56c7775f-ae54-4d2f-b30c-5c4c61910ae6_20250128T20:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One claim
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. The policy ID is 01697851.
[AGENT][NEUTRAL] Thank you for that, and that was 01697851?
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the member's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Wait a second. What's the member's date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the member's name?
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] Plus
[AGENT][NEUTRAL] OK, the reason I'm asking is because I'm not showing that name on this policy.
[AGENT][NEUTRAL] Um, do you have the policyholder's name?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, give me one second, I'll check for that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please check what the mother's name? Actually, it's a baby claim. Uh, the mother's name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So this um policy is no longer active.
[AGENT][NEUTRAL] Since [PII].
[AGENT][NEUTRAL] Um, the only
[AGENT][NEUTRAL] People on the policy, um, is the policyholder and then um there's a dependent [PII].
[AGENT][NEUTRAL] Um, but those are the only two people that were covered on this policy and it's no longer active.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, hell, uh, thank you, [PII], for being on hold. Can I get the call reference for this claim?
[AGENT][NEUTRAL] Sure, so there's no call reference number, um, but you can use my name and today's date. The first initial to my last name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, thank you. It's [PII], right?
[AGENT][NEUTRAL] No, my name is [PII]
[CUSTOMER][POSITIVE] Uh sorry. Thank you for that.
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Thank you for your time and assistance. Have a great day.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.