AccountId: 011433970860
ContactId: 82dea4e2-7c9a-46df-94ea-7823bd12091b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206440 ms
Total Talk Time (AGENT): 78213 ms
Total Talk Time (CUSTOMER): 79284 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/82dea4e2-7c9a-46df-94ea-7823bd12091b_20250604T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII].
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, I just need to verify about the claim status.
[AGENT][NEUTRAL] OK, [PII], do you just have one claim to check status on?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It's uh 021.
[CUSTOMER][NEUTRAL] 8480.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And any information that is provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Uh date of birth is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Update of services on [PII] with the total bill amount of $241.17.
[AGENT][NEUTRAL] OK, thank you. So on this policy, this policy was not active for your data service, that's an old policy number that you gave me and there's no claim on file on this policy. This policy terminated [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see if there's another policy that was active.
[AGENT][NEUTRAL] And you said the data service is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, ma'am. We do not have a policy that was active for that member for that data service.
[CUSTOMER][NEUTRAL] Oh they do.
[CUSTOMER][NEUTRAL] OK, the member is not active on the doors, right?
[AGENT][NEUTRAL] That is correct, and there's no claim on file.
[CUSTOMER][NEUTRAL] Uh yeah. Uh thank you for that information. Also, can you please spell your name for my reference?
[AGENT][NEUTRAL] [PII] and that is also your call reference number, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's uh [PII], right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, thank you. uh, that's a call reference too, right?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, thank you for that information.
[CUSTOMER][POSITIVE] And thank you for your assistance. Have a good day. Bye-bye.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. Yes, ma'am. I hope you have a nice day too, and if that's all that I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.