AccountId: 011433970860
ContactId: 7e562a12-b94d-4f39-bd35-b888e36fad07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252479 ms
Total Talk Time (AGENT): 56338 ms
Total Talk Time (CUSTOMER): 83896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7e562a12-b94d-4f39-bd35-b888e36fad07_20250528T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My is [PII] calling from provider's office to check on a claim status. If you don't mind, could you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Your initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. I got it.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 01877135 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] with the valid amount, $394 even.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] Do you have a different billed amount after the primary pays?
[CUSTOMER][NEUTRAL] Um, is it no claim on file?
[AGENT][NEUTRAL] I'm just wondering if there's a different amount once the primary paid.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The no claim on file.
[CUSTOMER][NEUTRAL] This is the bill amount I have here.
[AGENT][NEUTRAL] OK, and no claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know, yes, OK. May I know effective and term dates, please?
[AGENT][NEUTRAL] Policy effective date is [PII]. Patients still active.
[CUSTOMER][NEUTRAL] [PII] is still active, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I have one more claim. Can you please provide me the status?
[AGENT][NEUTRAL] Let me just notate this and then I can check the next 11 moment.
[CUSTOMER][NEUTRAL] The same patient, but it is under different bill amount and date of service.
[AGENT][NEUTRAL] Some data service please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] with the bill amount $642 even.
[AGENT][NEUTRAL] Do you have a different amount after the primary paid?
[CUSTOMER][NEUTRAL] This is a bill amount I have here.
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] Uh, the member effective terminates also the same, am I right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Effective dates, please.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] The effective dates the same. It's [PII], yes.
[CUSTOMER][NEUTRAL] Same, right?
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] The policy effective date is [PII].
[CUSTOMER][POSITIVE] [PII]. OK. Thank you so much, [PII]. I'm sorry for the inconvenience. And may I get the call reference number, please?
[AGENT][NEUTRAL] That is my name with today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much. It was nice talking to you. Have a nice day. Stay safe. Bye for now.
[AGENT][NEUTRAL] Bye.