AccountId: 011433970860
ContactId: a3380462-8f50-4225-9bdf-4d0e61f25c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137500 ms
Total Talk Time (AGENT): 57090 ms
Total Talk Time (CUSTOMER): 58821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a3380462-8f50-4225-9bdf-4d0e61f25c4c_20250304T17:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] Last name initial [PII]. I'm calling from Memorial Hospital to check claim status on a patient.
[AGENT][NEUTRAL] Uh, the status on the patient, like the eligibility or like a claim status?
[CUSTOMER][NEUTRAL] Claim status claim status.
[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] It's
[CUSTOMER][NEUTRAL] It's [PII] and it's direct. Uh, the policy number is 01820389ML8.
[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] It's for [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 you like me to check on?
[CUSTOMER][NEUTRAL] It's uh [PII] and it's for $9,648.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And that was [PII] $9,648?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm actually not showing a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. Is the policy in effect for that period?
[AGENT][NEUTRAL] Yes, the policy is active. Um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, let me verify the address. Is that would be uh [PII], um, mm, that's a strange, uh, [PII]?
[AGENT][NEUTRAL] Uh, I don't know about the dash, but yes, the [PII] is correct.
[CUSTOMER][NEUTRAL] OK, alright, can I get a phone reference number?
[AGENT][NEUTRAL] Sure, so 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 so much you have a great day I appreciate it take care.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Bye bye.