AccountId: 011433970860
ContactId: ad7c9843-37ba-4ee4-b360-ffbcad57875c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195399 ms
Total Talk Time (AGENT): 98768 ms
Total Talk Time (CUSTOMER): 65461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ad7c9843-37ba-4ee4-b360-ffbcad57875c_20250428T15:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Tra office DJ O LLC to check on claim status. Could you help me with that?
[AGENT][NEUTRAL] Yes, [PII], you're needing claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I have only one.
[AGENT][NEUTRAL] OK. And what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 1257382.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient, and first off, any information that I did provide for you out it will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] What's, OK, thank you. What's the data service and total bill amount that you're calling about today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. bill amount is $335.04.
[AGENT][NEUTRAL] OK, so there is no claim on file for that member for that data service. Actually, the policy, um, there is no active policy for data service to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The policy number that you gave me terminated [PII].
[CUSTOMER][NEUTRAL] Could you please
[AGENT][NEUTRAL] And the most recent active policy that was in effect after that termed [PII]. And again, there is no other policy with APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you so much for that. Uh, well,
[CUSTOMER][NEUTRAL] Do you have any provider portal?
[AGENT][NEUTRAL] Our portal is for, you can access explanation of benefits from our portal, but there is no claim on file for this member. Our portal website for future reference is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for the time. Do you provide any call reference number?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, sir, my name along with today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That's it from my end. Have a good day bye bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Well, thank you for calling APL today, [PII], and if that is all I can help you with, I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you so much bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] I