AccountId: 011433970860
ContactId: 5af18b08-be14-4cf9-9873-e7d2d63dfab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188410 ms
Total Talk Time (AGENT): 65188 ms
Total Talk Time (CUSTOMER): 73141 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/5af18b08-be14-4cf9-9873-e7d2d63dfab9_20250520T19:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APO, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I was wondering if you could help me with the status of a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status today.
[AGENT][NEUTRAL] Can I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And I need to I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 0227280 M as in Michael L as in Larry 8.
[AGENT][NEUTRAL] I'm sorry, can I get just the numbers again, please?
[CUSTOMER][NEUTRAL] 0227280.
[AGENT][NEGATIVE] Something's not right with that number um what's the social?
[CUSTOMER][NEUTRAL] I don't know if I have that. Let me see.
[CUSTOMER][NEUTRAL] No, I don't have the social.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]
[CUSTOMER][NEUTRAL] Um, it looks like [PII]
[AGENT][NEUTRAL] Do you have an address for her?
[CUSTOMER][POSITIVE] Uh yes I do.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. I'm showing the policy is 02272802.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It was 02278.
[AGENT][NEUTRAL] You're, you're missing a 202272802.
[CUSTOMER][NEUTRAL] 02?
[AGENT][NEUTRAL] I knew it was missing something.
[CUSTOMER][NEUTRAL] 28
[AGENT][NEGATIVE] It wasn't enough numbers.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 02272802
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, and were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I, I do show the outpatient calendar year maximum is $4000.
[CUSTOMER][NEUTRAL] OK, and you don't happen to have a claim on file, do you?
[AGENT][NEUTRAL] For what data service?
[CUSTOMER][NEUTRAL] 26 2025.
[AGENT][NEUTRAL] Not for 26, no, ma'am.
[CUSTOMER][NEUTRAL] OK, then I will resubmit this claim.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Thank you very much I appreciate your help.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye bye.