AccountId: 011433970860
ContactId: 8ab7a377-6cb5-41fe-a608-64eb52568ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173440 ms
Total Talk Time (AGENT): 61339 ms
Total Talk Time (CUSTOMER): 108103 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/8ab7a377-6cb5-41fe-a608-64eb52568ad5_20250102T13:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How may I help you? Uh hi, [PII]. My name is [PII] calling from MUSC Physicians to check on our claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] I'll be more than happy to help you with the status. I have a good contact number in case we're disconnected? Sure, that is [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Thank you for that and how many claims do you have in total today? Monthly.
[AGENT][NEUTRAL] OK, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK, and [PII], may I have your policy number? Uh, sure. Uh, policy number is 02406380 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] can you verify the member's first and last name and date of birth? Uh, sure, uh, the member's name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is uh [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 you'd like me to check on?
[CUSTOMER][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 you'd like me to check on? Uh, yes please, uh, sure. Uh, that is [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] And the total charges is uh that is $277 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] So I'm not showing a claim on file for [PII]. OK. Thank you so much. The cost of this policy. Mhm.
[AGENT][NEUTRAL] But also this policy.
[AGENT][NEUTRAL] You're welcome. Um, this policy was not active on the data service. It was effective from [PII].
[CUSTOMER][NEUTRAL] You're welcome. Um, this policy was not active on the date of service. It was effective from [PII]. OK. [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII]. Thank you. So does this number have any other active policy on the file?
[AGENT][NEUTRAL] Um, not with APL.
[CUSTOMER][NEUTRAL] Um, that was APL.
[CUSTOMER][POSITIVE] Uh, thank you. Uh, just a quick moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Uh, yes, [PII], and may I know the call reference number?
[AGENT][NEUTRAL] Sure, um so there's no call reference number, but you can use my name, which is [PII] The first initials of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] [PII]. Uh, thank you, [PII], thank you so much for your assistance. Have a great day and take care. Bye bye.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.