AccountId: 011433970860
ContactId: a889e517-5d60-493f-a6d2-2d7f7198b327
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166600 ms
Total Talk Time (AGENT): 73817 ms
Total Talk Time (CUSTOMER): 51921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a889e517-5d60-493f-a6d2-2d7f7198b327_20250403T12:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm trying to get a claim status update, please.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status.
[AGENT][NEUTRAL] [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02537820
[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].
[CUSTOMER][NEUTRAL] [PII], date of birth [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 and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yes, it is gonna be data service 1214 24 total charge amount $208.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So we actually haven't processed any claims from [PII]. Is this for her? Let me see if there's another.
[AGENT][NEUTRAL] Is this for medical or dental? I just wanna make sure.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, um, I just want to make sure because we have like, not one, it's just blank. We haven't processed anything for her yet, but there's no timely filing, um, so you can submit the claim if you'd like, um, as long as the policy was active on the data service, and this has been active since [PII], so that covers you for the date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just, OK, just to verify the claims mailing address [PII].
[AGENT][NEUTRAL] Yes, that's correct. And there's also a payer ID if you need it, it's 64556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see 8 nights.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a reference number? I'm sorry, I'm having a Monday brain on Thursday, um, for our call today.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It's OK. No, there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you, [PII], you have a wonderful rest of your day.
[AGENT][POSITIVE] You also enjoy and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.