AccountId: 011433970860
ContactId: 930a5ae0-ef12-44f7-bf1d-e9740aec86cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150320 ms
Total Talk Time (AGENT): 56394 ms
Total Talk Time (CUSTOMER): 65560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/930a5ae0-ef12-44f7-bf1d-e9740aec86cd_20250127T14:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APM, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] and I'm calling from the provider's office to check on the claim status.
[AGENT][NEUTRAL] Sure, ma'am, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, that would be [PII]. And that's a direct line.
[CUSTOMER][NEUTRAL] And the policy number would be
[CUSTOMER][NEUTRAL] 02214666 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII], and you're calling to check the status of a claim. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] You call and check the status of a claim or to verify benefits.
[CUSTOMER][NEUTRAL] Uh, no, uh, check the status of the claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] Uh, the date of service is for [PII], and the bill amount is $228 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 68
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1958.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim because the policy was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What is the effective and the termination date of the policy?
[AGENT][NEUTRAL] The policy became effective [PII]. It was terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, currently there is no active policy for this number, right?
[AGENT][NEUTRAL] That's correct. There's no active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, uh, for the information. Uh, so I missed out your name.
[AGENT][NEUTRAL] My name is [PII] and today's date is a reference, Sam, because we don't provide reference numbers. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK. Thank you. Uh, no, thank you, [PII]. Thank you for all the information that you provided and have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, bye bye.