AccountId: 011433970860
ContactId: a1eb525f-7744-498f-9ff1-ba1f340bd715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139119 ms
Total Talk Time (AGENT): 55986 ms
Total Talk Time (CUSTOMER): 45828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a1eb525f-7744-498f-9ff1-ba1f340bd715_20250106T19:51_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, my name is [PII]. I'm calling with Edge Park Medical on a recorded line. I was just trying to check on a claim status for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, phone number is [PII]. Patients policy number 01826148.
[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] Uh [PII], [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] It's for [PII] for $270.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] 270.
[AGENT][NEUTRAL] But the data service was [PII], right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm not showing a claim on file for that data service.
[AGENT][NEUTRAL] For the member.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, I can have that um resent. Are you able to um confirm your claims mailing address for me?
[AGENT][NEUTRAL] Sure. So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that was everything. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome have a great day.
[CUSTOMER][POSITIVE] You too, thanks.