AccountId: 011433970860
ContactId: 65cd8763-6e48-4d02-a1c9-8055bd1a44c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375410 ms
Total Talk Time (AGENT): 95562 ms
Total Talk Time (CUSTOMER): 123821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/65cd8763-6e48-4d02-a1c9-8055bd1a44c6_20250602T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, my name is [PII]. Can you help me with the claims?
[AGENT][NEUTRAL] verify that for you and your name is again?
[CUSTOMER][NEUTRAL] Sorry, ma'am, can you repeat that for me?
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII] ma'am, it's spelled like [PII] and my last name is [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] 02475609.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, excuse me, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] And then the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I do not show that patient under our, uh, policy number, and what is the patient's name and date of birth again?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I do not show that patient is having a policy with our company.
[CUSTOMER][NEUTRAL] Yeah, here it is mentioned that's why I just called.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh ma'am, it is.
[CUSTOMER][NEUTRAL] No, ma'am, I just want to know the claim status, ma'am.
[AGENT][NEUTRAL] I can verify claim status for this patient because she's not in our system.
[CUSTOMER][NEUTRAL] Uh, so you couldn't find the number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just one minute.
[CUSTOMER][NEUTRAL] Uh, can we, uh, um, do it with the, uh, social security number?
[AGENT][NEUTRAL] I already searched by the name and I found them. What is, uh, uh, is this the policyholder's social?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, let me get the correct policy number when you're ready.
[CUSTOMER][POSITIVE] Yeah, ready, ma'am.
[AGENT][NEUTRAL] Uh, it is 209.
[AGENT][NEUTRAL] 872 9.
[AGENT][NEUTRAL] And what was the data service amount of the charge?
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] Yeah, it is [PII], and the bill amount is $211.
[AGENT][NEUTRAL] Uh, this policy or this claim process is service rendered after the policy terminated. Uh, the policy terminated [PII].
[AGENT][NEUTRAL] OK, did you hear me?
[CUSTOMER][NEUTRAL] Hello, hello, ma'am. Can you hear me?
[AGENT][NEUTRAL] Yes, yes. Did you hear what I said?
[CUSTOMER][NEUTRAL] Yeah, yeah, I asked him, yeah, I got it. Is there any active policy right now for the member?
[AGENT][NEGATIVE] No, they don't have any active coverage with us.
[CUSTOMER][NEUTRAL] OK, so just on [PII], right?
[AGENT][NEUTRAL] No, [PII] is when the policy terminated.
[CUSTOMER][NEUTRAL] Oh sorry, [PII], yeah.
[CUSTOMER][NEUTRAL] Sorry, ma'am. Is there any claim number for this claim?
[AGENT][NEUTRAL] 3576605. I'm sorry, 3576685.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 3576685. And when it was denied, ma'am?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of 25.
[CUSTOMER][NEUTRAL] Not 179, yeah.
[CUSTOMER][NEUTRAL] OK, and I just want to double confirm the member ID is 2098729.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's all. Can I get your reference and then your name one more time?
[AGENT][NEUTRAL] My name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] You're gonna use my name at today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your service. Enjoy the rest of the day. Bye for now. Be safe.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL bye.