AccountId: 011433970860
ContactId: 96c1058b-c63a-468f-a4de-a79e54a6dcb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181919 ms
Total Talk Time (AGENT): 71826 ms
Total Talk Time (CUSTOMER): 44070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/96c1058b-c63a-468f-a4de-a79e54a6dcb9_20250616T19:10_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] And I'm calling to check status on a claim.
[AGENT][POSITIVE] Oh OK, well I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK, so I have 02266763.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] It's it's 13025 for [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] Alright, so I just located the claim. I'm just waiting for it to come up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 662-3.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because it's not a covered diagnostic test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's not a uh covered diagnosis?
[AGENT][NEUTRAL] It's not a covered diagnostic test.
[CUSTOMER][NEUTRAL] OK. Oh, diagnostic test. OK. OK. So let me ask you a question. What type of plan is this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a hospital indemnity policy. Um, it's a limited medical policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hospital Limited.
[CUSTOMER][NEUTRAL] OK, I'll take a reference number if you have one.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][NEUTRAL] You also [PII], was there anything else I can assist with?
[CUSTOMER][POSITIVE] All right, thank you. No, not today. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO.