AccountId: 011433970860
ContactId: b7655a45-2107-4af5-921b-eaab7d82d11d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268239 ms
Total Talk Time (AGENT): 80133 ms
Total Talk Time (CUSTOMER): 67730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b7655a45-2107-4af5-921b-eaab7d82d11d_20250606T13:03_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]. This is [PII] calling to check on a claim status.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status. Are you the insured or you're calling with the provider's office?
[CUSTOMER][POSITIVE] Provide a facility, yeah.
[AGENT][NEUTRAL] All right, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] Thank you and may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02536181 ML.
[CUSTOMER][NEUTRAL] 8.
[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 and the total bills for the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For 14,689.40.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yeah, sure, no problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It's hard.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 40
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so it looks like we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 353-5407.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied because the services were rendered before the policy became effective.
[CUSTOMER][NEUTRAL] Oh, when was the policy became effective?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] In my system I have [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK. Um.
[CUSTOMER][NEUTRAL] [PII]. OK, I am, thank you for the clarification.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] I will update my system. I just need to call reference now and I'm all set.
[AGENT][NEUTRAL] 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].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] 6615.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I, I am all set. Thank you. You're very helpful.
[AGENT][POSITIVE] You're welcome. Thank you and thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.