AccountId: 011433970860
ContactId: 65c17aad-017e-402f-b914-b0ec02805122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174000 ms
Total Talk Time (AGENT): 73340 ms
Total Talk Time (CUSTOMER): 47084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/65c17aad-017e-402f-b914-b0ec02805122_20250411T13:18_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling on provider's office and I'm checking on claims.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, can you spell your name for me please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], and you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims do you have to check status on today?
[CUSTOMER][NEUTRAL] One claim.
[AGENT][NEUTRAL] OK, and what is that number? Yes ma'am, I can help you with that. And what is that policy number for the member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 01899454 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, so there's no one by that name covered on this policy.
[AGENT][NEUTRAL] And date of birth.
[AGENT][NEUTRAL] Give me the name again?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] The name is
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII] uh-huh and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. There's no one by that name covered on this policy and this policy is no longer active.
[AGENT][NEGATIVE] But there was nobody covered by that name on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. May I have your name and the call reference number?
[AGENT][NEUTRAL] Again, my name is [PII], and my name in today's date would be your call reference number.
[AGENT][NEUTRAL] And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your wonderful assistance.
[AGENT][POSITIVE] Oh, you're welcome, [PII] again.
[CUSTOMER][POSITIVE] No, thank you so much. Have a great day.
[AGENT][POSITIVE] Yes ma'am, well I hope you have a great day too, and thank you again for calling APL.