AccountId: 011433970860
ContactId: 58678ce4-dd3f-492d-86c3-fe8440a6b823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308420 ms
Total Talk Time (AGENT): 112927 ms
Total Talk Time (CUSTOMER): 73091 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/58678ce4-dd3f-492d-86c3-fe8440a6b823_20250602T17:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm here to check on claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry. It's [PII].
[AGENT][NEUTRAL] Thank you and how many claims for do you have to check status on?
[CUSTOMER][NEUTRAL] One claim.
[AGENT][NEUTRAL] OK, and yes, ma'am, I can help you with that. What is the member's policy number, please?
[CUSTOMER][NEUTRAL] 01899454 M as Mike L as Lima number 7.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total build amount, please?
[CUSTOMER][NEUTRAL] Yes, data service is on December.
[CUSTOMER][NEUTRAL] [PII]. And total bill amount is $12,534.54.
[AGENT][NEUTRAL] OK, what is the bill amount again, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], what is the bill amount again, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's $12,534.54.
[AGENT][NEUTRAL] So 125 3.54.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. So there is no claim on file for this member for that data service, [PII]. This policy was not active for that data service.
[AGENT][NEUTRAL] This policy had an effective date of [PII] and it turned as of [PII] and there is no other active policy with APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, plan was effective from [PII]?
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Turned [PII].
[CUSTOMER][NEUTRAL] After the plan was unacted right?
[AGENT][NEUTRAL] I'm sorry, what was your question?
[CUSTOMER][NEUTRAL] So there is no claim on file for the date of service, [PII].
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEGATIVE] And also policy was not active.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And could you spell out your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] Sorry, I didn't get it. Could you spell out your name one more time?
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And if that is all then then I can, you're welcome, [PII], that's all I can help you with. Thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And what's the call reference your name and the date, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And again, is there any
[CUSTOMER][POSITIVE] Thank you for assisting. Bye-bye.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great afternoon.