AccountId: 011433970860
ContactId: 77d938bb-2822-458f-b091-92c28cb070ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129199 ms
Total Talk Time (AGENT): 66157 ms
Total Talk Time (CUSTOMER): 35397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/77d938bb-2822-458f-b091-92c28cb070ac_20250207T16:07_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] This is [PII]. I'm calling you from the provider's office checking on a medical plan.
[AGENT][NEUTRAL] I can help you with that. You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I apologize. And what is a good callback number, [PII]?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 02466349
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you and you were needing claim status for [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] I can help you with that claim status. What is that data service?
[CUSTOMER][NEUTRAL] [PII] $1908.
[AGENT][NEUTRAL] And the facility name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Emergency services at Midwest.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And [PII], I am showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] Processed on [PII].
[AGENT][NEGATIVE] Now that claim was denied because our records indicate the premium for this service date was not received, therefore no benefits are payable.
[CUSTOMER][NEGATIVE] No coverage on data service basically.
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] Yeah, actually the policy turned on 4-14-24.
[CUSTOMER][NEUTRAL] Of the claim number?
[AGENT][NEUTRAL] Claim number is, excuse me, I apologize 3471147.
[CUSTOMER][POSITIVE] All right, that's all I needed thank you.
[AGENT][POSITIVE] It's my pleasure to assist you with that claim information. [PII], thank you for calling APL. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.