AccountId: 011433970860
ContactId: b7265b8b-864d-4f42-a86a-74f13e1af464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304679 ms
Total Talk Time (AGENT): 136271 ms
Total Talk Time (CUSTOMER): 105665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/b7265b8b-864d-4f42-a86a-74f13e1af464_20250626T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling to find out if there's a claim on file for 2 patients.
[AGENT][NEUTRAL] OK, I can assist with that. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you so much [PII] and your call back number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and I'm ready for the policy number please.
[CUSTOMER][NEUTRAL] That's 02333142 ML 8.
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 02333142ML8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] 37 [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and you're calling to check receipt of a claim for this number. Give me one second, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, of course, of course. OK. And may I have that date of service and the total charge amount, please?
[CUSTOMER][NEUTRAL] [PII] for $233.
[AGENT][POSITIVE] OK, thank you very much. One moment, let me check to see receive of that.
[AGENT][NEUTRAL] We do not have claim for date of service of [PII] for $233 that is not on file.
[CUSTOMER][NEUTRAL] OK, um, is there, can I check one more patient with you?
[AGENT][NEUTRAL] Uh, certainly, give me one more, one second, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, of course, one moment.
[AGENT][NEUTRAL] OK, I'm ready for that policy number, please, [PII].
[CUSTOMER][NEUTRAL] That is 10 0 sorry not this 1 1,458,880 ML 8.
[AGENT][NEUTRAL] OK. And to repeat and confirm, I have that as 145888.
[AGENT][NEUTRAL] 80 ML 8.
[AGENT][NEUTRAL] 38 fair.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] 1126 61.
[AGENT][NEUTRAL] Excuse me, thank you, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And what is that date of service and total charge amount, please?
[CUSTOMER][NEUTRAL] It's [PII] and the amount of $153.
[AGENT][NEUTRAL] OK, give me one moment please.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, now this particular policy, this policy term as of [PII] for Mr. [PII]. So let me check to see if there's an active policy for the date range. OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and I'll provide the information to you as far as the claim.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Information and the policy number. Give me one second, please. I'm almost there.
[AGENT][NEUTRAL] OK, so let me provide you with the correct policy number please when you're ready to start with that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 02585114 ML 8.
[AGENT][NEUTRAL] Actually ML 9.
[CUSTOMER][NEUTRAL] I'm online, OK.
[AGENT][NEUTRAL] Yes, and we do not have that. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] Oh no, I was just going to um repeat the claim uh the policy number, make sure I got it right. um, I have it as 02585114 M as in Mary, L as in Larry 9.
[AGENT][NEUTRAL] Yes, that is correct, yes, and we do not have a claim on file.
[CUSTOMER][POSITIVE] OK perfect I'll I'll go ahead and submit a claim um thank you so much. Is there a reference number that I'm able to have [PII]?
[AGENT][NEUTRAL] You're welcome. We do not provide reference numbers. [PII]. Please use my name and today's date, and my last initial is [PII]. Would you need any information as far as claim submission, or do you have that information already?
[CUSTOMER][NEUTRAL] Um, is the mailing address still [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect so then no that's all that's all for today thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a great week or weekend coming up. Thank you.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye.