AccountId: 011433970860
ContactId: 77184002-ab23-43de-872a-9af22b507458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252570 ms
Total Talk Time (AGENT): 102786 ms
Total Talk Time (CUSTOMER): 78546 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/77184002-ab23-43de-872a-9af22b507458_20250109T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from [PII], and I'm calling to check the status of a medical claim, please.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is D as in dog, 43732166 and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And um Ms. [PII], uh, do you see a policy certificate number? It's gonna start um with 0 followed by 7 digits.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] I don't see that. I'm looking at the card. I don't see that on here.
[AGENT][NEUTRAL] OK, we can do a name search. um what's the spelling of the last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] OK, right, let me see if I can find it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, OK, I believe it's gonna be there. And may I have the date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data services [PII] for $514.02.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time? Is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's um no um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What you, what do you want me to repeat that?
[AGENT][NEUTRAL] The date of service and the amount again I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK. [PII] for $514.02.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right. Thank you. OK, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional. And this is for medical, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, it looks like we have not received any claims under the medical plan for this member, so there's no claims on file.
[CUSTOMER][POSITIVE] OK, I'll go ahead and refile it thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today? Do you need the policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, if you can provide that.
[AGENT][NEUTRAL] Sure, the policy number is 0256.
[AGENT][NEUTRAL] 7878.
[CUSTOMER][NEUTRAL] 7878.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Alright, yes ma'am, thank you so much you have a great one.
[AGENT][POSITIVE] You're welcome. You are soon. Thank you for calling ATL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.