AccountId: 011433970860
ContactId: a8463e22-6317-489d-ba65-edf34ca53855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104559 ms
Total Talk Time (AGENT): 42002 ms
Total Talk Time (CUSTOMER): 41611 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a8463e22-6317-489d-ba65-edf34ca53855_20250220T19:33_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] I need to check status on a claim please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And are you calling with the provider's office or you're the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02487944
[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] [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'd like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $454 454.
[AGENT][NEUTRAL] Alright, so I'm actually not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It would have crossed over, let's see.
[CUSTOMER][NEUTRAL] It would have crossed over from Blue Cross Blue Shield, let's see.
[CUSTOMER][POSITIVE] OK, I'll do some checking. Alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was the only one I had right now.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, bye bye.
[AGENT][POSITIVE] Thank you.