AccountId: 011433970860
ContactId: b7313981-40b2-4e70-9661-96bf49fa61da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132419 ms
Total Talk Time (AGENT): 62799 ms
Total Talk Time (CUSTOMER): 41219 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b7313981-40b2-4e70-9661-96bf49fa61da_20250221T15:39_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] Good morning, [PII]. My name is [PII]. I'm calling regarding a claim on a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02148744.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [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?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK. And the total bills?
[CUSTOMER][NEUTRAL] It is gonna be for.
[CUSTOMER][NEUTRAL] $258.
[AGENT][NEUTRAL] 2:58
[AGENT][NEUTRAL] OK, and that's um 11:22 of 2023, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So I'm not showing any claims on file for that data service. Let me see if he had another policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Active at that time. Hold on one second. November.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 22.
[AGENT][NEUTRAL] No, this is the only one. This one has been active since [PII]. OK, so there's just no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Would you happen to have a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, all right, thanks [PII] have a good day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.