AccountId: 011433970860
ContactId: 87d087d7-54ef-4091-bd75-2d9d258eb151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151160 ms
Total Talk Time (AGENT): 75835 ms
Total Talk Time (CUSTOMER): 56620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/87d087d7-54ef-4091-bd75-2d9d258eb151_20250226T14:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII]. I am calling to uh check a claim status, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have the spelling of your name and the callback number?
[CUSTOMER][NEUTRAL] Yes, my name is, it's [PII] Last initial is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you and the policy number of the member that you're inquiring claim status for today?
[CUSTOMER][NEUTRAL] Uh, we have a 217-021-2.
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Actually I'm calling for a claim status.
[AGENT][NEUTRAL] Check the status of a claim. I got you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] 1119 2024.
[AGENT][NEUTRAL] Was it, could you provide me with a procedure code?
[CUSTOMER][NEUTRAL] Um, 80429 and 80425.
[AGENT][NEUTRAL] Thank you. 3589. It looks like this claim was submitted twice. The first time it was submitted, we verify we start we denied the claim stating that the policy was terminated and the second time it was submitted it was submitted and denied as a duplicate but um 358.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, can I have a claim number for the, the first, uh, the original submission, the policy term?
[AGENT][NEUTRAL] Mhm 355-3589. That's 3553589. Would you like the second claim that's submitted as a duplicate claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, no, that's OK. Just, could I have the um.
[CUSTOMER][NEUTRAL] The members eligibility dates when, when was the policy termed?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much and if I could just get a reference number I'll be all set.
[AGENT][NEUTRAL] You're welcome, [PII]. We don't provide those unfortunately, however, you can use my name in today's date as a reference. It's [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] Well thank you very much [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], thanks for calling APL. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye.