AccountId: 011433970860
ContactId: 89f9f70d-b912-4411-85b9-93ab6384e19f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203009 ms
Total Talk Time (AGENT): 87230 ms
Total Talk Time (CUSTOMER): 88786 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/89f9f70d-b912-4411-85b9-93ab6384e19f_20250123T13:57_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Initial to my name is [PII], and I'm calling for uh Commonwealth Bain Associates PLLCTB to check on claim status. So please be informed that this call is being recorded and monitored for quality and training purposes. So, may I know if I can help you with the patient information or information first?
[AGENT][POSITIVE] Well, at least it would be a pleasure to assist you with claim information. What is a good callback number, please?
[CUSTOMER][POSITIVE] Definitely. Our good callback number is [PII] and it's a direct line, not an extension.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number or claim number if you have the claim number, I can pull it all up by that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a member ID number which is 02342158.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. My name is [PII] Sample. Date of birth is [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to assist you with that claim information. What is the data service?
[CUSTOMER][NEUTRAL] Definitely. So as per checking here.
[CUSTOMER][NEUTRAL] D of service is on [PII] and the total bill amount is
[CUSTOMER][NEUTRAL] Loading up here, just a moment.
[CUSTOMER][NEUTRAL] Yeah, which is $240 even.
[AGENT][NEUTRAL] OK, thank you, and I can help you with that claim status. And [PII], I am checking claims for [PII] for data service 815-24. We do not have that claim on file and the policy was not active for that data service. This policy termed on 6-18-2023.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So he was not even eligible for.
[CUSTOMER][NEUTRAL] May I have the effective date of
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much. May I have the effective date of the patient policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And also, could you please confirm that the policy got renewed after the termination? Could you please check and confirm that?
[AGENT][NEUTRAL] Yes, I did check for any active policy for that data service and he has no active policies for that date.
[CUSTOMER][NEUTRAL] And also, uh, it was not renewed after the termination, right? This policy?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you. May I have the call reference number, please?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]. It was a pleasure to help you with that claim status. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's all I've for today. Thank you so much for your assistance once again, [PII]. You have a good one. Take care. Bye-bye.
[AGENT][POSITIVE] My pleasure. Thank you for calling APL. You have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.