AccountId: 011433970860
ContactId: a3cb7b7b-b90f-45b7-99b3-a107d6637d3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159460 ms
Total Talk Time (AGENT): 69158 ms
Total Talk Time (CUSTOMER): 59209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a3cb7b7b-b90f-45b7-99b3-a107d6637d3b_20250219T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Last name initial is [PII]. I want to check the status of the client.
[AGENT][POSITIVE] OK, [PII], I'm happy to help and check on the status of a claim today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, I have a member ID here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy, it is a policy ID, right? Yeah, it is 01964477.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you for that. Give me one moment while I pull this up here, [PII]. Do you have a good
[CUSTOMER][NEUTRAL] Can you please spell out your name?
[AGENT][NEUTRAL] Yeah, my name is spelled [PII].
[CUSTOMER][NEUTRAL] OK, callback number is [PII]. It is a direct line. There is no extension.
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] Data services [PII] for the total bill charge amount $533 and it's $933 even.
[AGENT][POSITIVE] OK, thank you so much. Let me take a look here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Alright, thank you so much for your patience and waiting so I'm not showing any claims on file for that date of service. I will let you know the member's plan terminated in [PII].
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] OK. So can you please provide the effective date?
[AGENT][NEUTRAL] The effective date was [PII]. Policy terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. What is the call reference?
[AGENT][NEUTRAL] Call references my name with my last initial then today's date last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you. Bye. Have a wonderful rest service. bye bye. Take care.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.