AccountId: 011433970860
ContactId: 9a21f5e9-a2db-4c80-8916-b684e46fec0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196300 ms
Total Talk Time (AGENT): 71210 ms
Total Talk Time (CUSTOMER): 58681 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9a21f5e9-a2db-4c80-8916-b684e46fec0e_20250624T12:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] calling from 8 Upstate, and I'm calling to check the status of a medical claim on a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 993853.
[CUSTOMER][NEUTRAL] I'm sorry, let me start over 993-835-940.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now, [PII], that is not an APO policy number. What number were you trying to reach?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's trying to reach.
[AGENT][NEUTRAL] Or what company?
[CUSTOMER][NEUTRAL] It says APL on the.
[CUSTOMER][NEUTRAL] Thing, let's see here, insured policy number is it OK I see it different 1 02510922.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Any any excuse me, any information, [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the data service and total bill amount?
[CUSTOMER][NEUTRAL] Yes, [PII] for $190.02.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so [PII] there is not a claim on file for him for data service 5-19-2025. Now this policy was not active for this data service. This policy actually turned as of 330-2025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3:[PII]. OK, I'll call the patient. Thank you.
[AGENT][POSITIVE] Yes, ma'am. OK, well, you're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No bye bye.
[CUSTOMER][POSITIVE] No, ma'am, that would be all, and you have a great one.
[AGENT][POSITIVE] I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.