AccountId: 011433970860
ContactId: 853cafb3-923c-4269-a0d8-e2b3b39420b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156059 ms
Total Talk Time (AGENT): 53877 ms
Total Talk Time (CUSTOMER): 43492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/853cafb3-923c-4269-a0d8-e2b3b39420b6_20250421T18:32_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and uh I'm calling to get the status of the claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That will be 01693556.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the um total bill for the claim you like me to go over with you?
[CUSTOMER][NEUTRAL] To [PII] with the billed amount of 38,504. 85 cents.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, so this is the only one that was active.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] What is your fax number?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 365
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm. OK, I will fax it then.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today, Genesis?
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.