AccountId: 011433970860
ContactId: 862a394a-abd5-441f-a88f-9a5afeba52fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140880 ms
Total Talk Time (AGENT): 48801 ms
Total Talk Time (CUSTOMER): 60738 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/862a394a-abd5-441f-a88f-9a5afeba52fb_20250312T17:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling from, uh, provider's office and I'm just checking on a new patient that we have, and she came in a few months ago, so I'm just checking on the status of her claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, 00604594.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [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 for the claim and the total bills?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And uh let's see what the total bill was one second here let me get off this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, looks like it was 180.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said 180.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII] for um [PII].
[CUSTOMER][NEUTRAL] OK, can that be mailed to you or?
[AGENT][NEUTRAL] Mhm you can mail it um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need our mailing address?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is it the [PII], Ok? OK, I'll just, I'll just mail it then. OK, thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Mhm, that's correct.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.