AccountId: 011433970860
ContactId: a0a6761d-b57b-46c3-9e16-7a7fe52d62e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271910 ms
Total Talk Time (AGENT): 96536 ms
Total Talk Time (CUSTOMER): 95055 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a0a6761d-b57b-46c3-9e16-7a7fe52d62e3_20250129T19:47_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] Hey, hi, [PII]. This is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good too. So, [PII], I'm calling from the provider's office to check on the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, only one.
[AGENT][NEUTRAL] All right. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, the contact number in case we disconnected is gonna be?
[CUSTOMER][NEUTRAL] One moment, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] So the member's policy number is gonna be 1419066 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] 1419066.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] And 1st, 1st name is [PII], uh, sorry, last name is [PII], and the last name uh sorry, uh the last name is [PII] and the first name is [PII]. Date of birth is [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 and the total bills?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, the the service of the claim is uh [PII] and the total bill amount of the whole claim is $192 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] $192?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] Uh, integrated regional Laboratories pathology.
[AGENT][NEUTRAL] OK, so we don't have a claim on file from your provider for that data service. Um, there is a claim, but it's a different provider and a different total bill.
[AGENT][NEUTRAL] Um, however, there is no timely filing, so you can file the claim at any time. The policy was active on your data service. It's been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's the uh mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] What is the uh after [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So, repeat it again for me.
[AGENT][NEUTRAL] The mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, which is [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much and I hope you have a nice day.
[CUSTOMER][NEUTRAL] No, no, that's it for the day.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.