AccountId: 011433970860
ContactId: 7fcd2fe7-f599-47ac-bd76-b1f37de161cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250490 ms
Total Talk Time (AGENT): 92098 ms
Total Talk Time (CUSTOMER): 61454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7fcd2fe7-f599-47ac-bd76-b1f37de161cc_20250617T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling for provider office to check on the general claim status.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]? Is that correct?
[CUSTOMER][POSITIVE] Yes. It's right.
[AGENT][NEUTRAL] OK, and, and, and you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Mhm.
[AGENT][NEUTRAL] Thank you, and that one, what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah. So the policy number is 023491.
[CUSTOMER][NEUTRAL] 32
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today, that one would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] So the patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is the data service and total bill amount, please?
[CUSTOMER][NEUTRAL] [PII] and the total charge amount is $1750 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so, um, I do not have a claim on file for this member for this data service and this bill amount. However, this policy was not active for your data service and there is no policy with our company active for this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patient is not active for the date of service.
[AGENT][NEUTRAL] That is correct. This policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] And this policy termed on [PII].
[AGENT][NEUTRAL] And there is no other active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So if the patient have any other insurance?
[AGENT][NEUTRAL] Uh, you would have to contact the, uh, patient to find that out. Not the, as I just explained, there is no other active policy with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So can I get the call reference for this entire call?
[AGENT][POSITIVE] Yes, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK. You're welcome. I hope you have a great day too, and if that's all I can help you with, [PII], thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.