AccountId: 011433970860
ContactId: 7129c8c8-7cfc-4f35-9476-10a4893f3901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173419 ms
Total Talk Time (AGENT): 70513 ms
Total Talk Time (CUSTOMER): 54575 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7129c8c8-7cfc-4f35-9476-10a4893f3901_20250226T17:11_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] [PII], my name is [PII]. I'm calling from H Le Moffet Cancer Center. How are you today?
[AGENT][POSITIVE] I'm doing OK. How are you?
[CUSTOMER][NEUTRAL] Oh, pretty fair for Wednesday. I'm looking to see if you received a claim from us.
[AGENT][POSITIVE] OK, I can definitely check the claims for you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 87698.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Thank you. 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 for the claim and the total bills?
[CUSTOMER][NEUTRAL] [PII] $15,730.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] And that claim number is 3558479.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because the services were rendered after coverage was terminated?
[AGENT][NEUTRAL] This policy was active.
[CUSTOMER][NEUTRAL] When was the coverage termed?
[AGENT][NEUTRAL] This policy was active from [PII], and there were no other policies with APL after that.
[CUSTOMER][POSITIVE] Okey doke thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Just a call reference number?
[AGENT][NEUTRAL] All right, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] An [PII] Alrighty, you have a fantastic day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII], you also, and thanks for calling APO.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye-bye.