AccountId: 011433970860
ContactId: a50ce3c9-af01-4d67-ac12-0f31d564495e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255440 ms
Total Talk Time (AGENT): 131480 ms
Total Talk Time (CUSTOMER): 73993 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a50ce3c9-af01-4d67-ac12-0f31d564495e_20250408T12:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Can you hear me? Hello?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, now I can hear you. Hi, how are you?
[AGENT][POSITIVE] Good morning. I'm good. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I'm there for a general claim status for a patient.
[AGENT][NEUTRAL] OK, you have one patient that you're wanting to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Yep, uh, it's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yep, it's 967-089.
[AGENT][NEUTRAL] 967-089. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, his name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, so I'm sorry, but that policy number 967, uh let me try that, let me, give me one more second to refresh the screen. Just one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And I'm sorry, if you could give me the date of birth one more time please.
[CUSTOMER][NEUTRAL] Yeah, uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] Digital service is [PII] and the bill amount is $30 even.
[AGENT][NEUTRAL] OK, thank you. Now the policy number you gave me is an old policy that's no longer active. [PII] says this policy was active from [PII] to its term date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if there is another policy by chance that was active for your data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, sir, there was not, and we did not receive a claim for that data service.
[AGENT][NEUTRAL] Anyway, but the policy wasn't active. There's no claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Uh, can I have a call reference number on this, [PII]?
[AGENT][NEUTRAL] Uh yes, sir. You're gonna use my name along with today's date.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, well, uh, you're very welcome and I hope you have a great day as well. And go ahead and give me that just for my notes purposes, [PII], what was the bill amount for the [PII] data service?
[CUSTOMER][POSITIVE] Well, thank you, [PII]. Thank you for the information and uh have a good day.
[CUSTOMER][NEUTRAL] Uh, it was $30 even. Actually it's a cross, uh crossover amount, yeah, uh, it was a crossover from Oscar.
[AGENT][NEUTRAL] 30, OK.
[CUSTOMER][NEUTRAL] And the charge amount was $185 even then there was a pending amount of $30 yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll just make a note regarding that, but again, I'm sorry there was not a policy active for him for that data service.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I'm done for today, but thank you for asking though.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling ACL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.