AccountId: 011433970860
ContactId: 84d2a314-ba7c-4538-b7ed-7f87cb3aee00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357440 ms
Total Talk Time (AGENT): 131246 ms
Total Talk Time (CUSTOMER): 90531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/84d2a314-ba7c-4538-b7ed-7f87cb3aee00_20250612T12:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider office to on client status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one claim.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 0199899 M as in Mike L as in Lima.
[CUSTOMER][NEUTRAL] 7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] You said 0199899?
[CUSTOMER][NEUTRAL] Yes. Then M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] There's a number missing. Can you, can you repeat that again?
[CUSTOMER][NEUTRAL] 01998999
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 7.
[AGENT][NEUTRAL] OK, there's a number missing. What's the member's first and last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm gonna look the policy up by name. I'm just waiting for the um policy to populate. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. The correct policy number is 192.
[AGENT][NEUTRAL] 989 9.
[AGENT][NEUTRAL] And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] 198
[CUSTOMER][NEUTRAL] Uh, could you please repeat it?
[AGENT][NEUTRAL] The policy number is, hold on one second. It's 192.
[CUSTOMER][NEUTRAL] 198
[AGENT][NEUTRAL] 98
[AGENT][NEUTRAL] 99.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $11,307.15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like this policy is no longer active. It was available from effective from [PII]. Um, I can look and see if there's a claim here, but it would be after the policy terminated. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] OK. The claim built through paper.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the correct information?
[AGENT][NEUTRAL] To file a claim?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so the policy again is not active as of [PII], but to file a claim, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] May I know the effective date again one more [PII], uh.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, the policy was active from [PII].
[AGENT][NEUTRAL] So it terminated the [PII] of the year.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So it was not active on your data service.
[CUSTOMER][NEUTRAL] May I know the call sir?
[AGENT][NEUTRAL] There's no call reference number?
[CUSTOMER][NEUTRAL] Yes, uh, may I know the reference?
[AGENT][NEUTRAL] But you can use my name in today's date. And again, my name is [PII] initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome, sir. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you. Bye.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] that