AccountId: 011433970860
ContactId: 735f36d6-77ba-438b-9158-11e7f75cced1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154820 ms
Total Talk Time (AGENT): 68407 ms
Total Talk Time (CUSTOMER): 64339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/735f36d6-77ba-438b-9158-11e7f75cced1_20250207T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, uh, good morning, [PII]. My name's [PII] and I'm calling from Saint Luke's Physician Group, and I was just calling to get an update on a claim that we have with you guys.
[AGENT][NEUTRAL] Yes, I could check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] No problem.
[AGENT][NEUTRAL] [PII], OK, sorry about that.
[AGENT][NEUTRAL] Alright, and then, uh, can I get a good call back number from you just in case we're disconnected?
[CUSTOMER][NEGATIVE] Absolutely my direct line is [PII] with no extension.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] The member ID number, I do have that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02463461.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Of course, uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Of course data service with 1206-2024 total billed amount of $277.
[AGENT][NEUTRAL] OK, so this policy number you gave me actually terminated [PII]. If you'll give me one moment, I'll see if you had one that was active at that time might have just been a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he did not. This was the only policy he had with us. um, I could still check to see if that claim was received though if you like.
[CUSTOMER][NEUTRAL] Um, yeah, if you don't mind.
[AGENT][NEUTRAL] Sure, OK, and that was 12/6 [PII] 24, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. um, we did not receive that claim, no.
[CUSTOMER][NEUTRAL] OK, alright, no problem, and you had stated that um it turned on [PII].
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK, alrighty, thank you so much, um, OK, is there, do you have a call reference for today at all?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, not at this time. Thank you so much. I hope you have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.