AccountId: 011433970860
ContactId: 621fd164-e5c1-4c8f-bdfc-3fc6e2b9d0ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108120 ms
Total Talk Time (AGENT): 42870 ms
Total Talk Time (CUSTOMER): 46982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/621fd164-e5c1-4c8f-bdfc-3fc6e2b9d0ec_20250306T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good morning. This is [PII] calling from Monsina Medical Center. I need to get the status of the claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] The member's policy number. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, 01823108.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] [PII] with a billed amount of $15,624 with 23 cents after primary paid, $1,269 even.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for [PII] for [PII] with the secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me go ahead and fax. What would be the reference number for today's call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.