AccountId: 011433970860
ContactId: 85430e6a-d39c-4871-8c21-0b5fcc2eece1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226919 ms
Total Talk Time (AGENT): 85859 ms
Total Talk Time (CUSTOMER): 96221 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/85430e6a-d39c-4871-8c21-0b5fcc2eece1_20250521T20:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATM.
[AGENT][NEUTRAL] How can
[CUSTOMER][NEUTRAL] Yeah, I, I, my name is [PII]. I'm calling from office to check for a claim status.
[AGENT][NEUTRAL] Sure, [PII]. I can assist you with claim status.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] This is my medical claims, right?
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] This is for medical claims insurance, right?
[AGENT][NEUTRAL] Um, yes, it is.
[CUSTOMER][NEUTRAL] Uh-huh. Can I help with member ID?
[AGENT][NEUTRAL] Well, first, I need to get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and callback number [PII]. Could you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and [PII] last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Mhm. Hope you're doing good.
[AGENT][NEUTRAL] OK, I hope you're doing well also, [PII]. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the policy number was 0226.
[CUSTOMER][NEUTRAL] 7455.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's name was [PII] and the date of birth was [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yeah, the data service was [PII] and the total charge amount $20 even.
[AGENT][NEUTRAL] You said that was [PII] for $20 even?
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for well for um [PII].
[CUSTOMER][NEUTRAL] Have you pulled it, May I know the patients on term date?
[AGENT][NEUTRAL] Um, yes, and just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24, and they still active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the claim's mailing address?
[AGENT][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh-huh. And the payer I was 23669, right?
[AGENT][NEUTRAL] No, the pay ID is
[AGENT][NEUTRAL] Are you ready for the pair ID?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you. I think that's all for today.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But since there isn't anything else.
[CUSTOMER][NEUTRAL] Can I get the call reference number? Can I get the call reference number?
[AGENT][NEUTRAL] Oh, sure. The call reference number is my name in today's date.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][POSITIVE] Your name and today's date. Got it. Thank you.
[AGENT][NEUTRAL] Mm. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you, Avi. That's all for today. Yeah, uh, that's all for today. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] That