AccountId: 011433970860
ContactId: 99f84433-e343-4a08-a8cd-e989acb1753e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206259 ms
Total Talk Time (AGENT): 84872 ms
Total Talk Time (CUSTOMER): 67040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/99f84433-e343-4a08-a8cd-e989acb1753e_20250611T19:03_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] Hi. Good afternoon, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm checking claim status.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I just want to check for now.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 1130272.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And be the food is.
[CUSTOMER][NEUTRAL] [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 and the total bills for the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of service [PII] in the bill about $1,364.15.
[AGENT][NEUTRAL] And that was [PII], total bill $1,364.15.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, um, well, the
[AGENT][NEUTRAL] So the policy number that you gave me is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] This family has not had a.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] The last policy that they had with us is policy number 2076204.
[AGENT][NEUTRAL] But the policy was active from [PII].
[AGENT][NEUTRAL] So there was no active policy with APL on your date of service.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, patients do not have active policy on date of service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right, and, uh, Ms. [PII], thank you for the information for helping me out. That will be all. So, may I have a reference number, please?
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that will be all for now. Thank you so much. I appreciate that.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.