AccountId: 011433970860
ContactId: c0038708-a49d-47d0-ae07-8ecd3c84fcfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388859 ms
Total Talk Time (AGENT): 129277 ms
Total Talk Time (CUSTOMER): 116322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c0038708-a49d-47d0-ae07-8ecd3c84fcfd_20250530T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, ma'am. My name is [PII]. I'm calling regarding the claim status for the member.
[CUSTOMER][NEUTRAL] Medical claim?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Direct line.
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] How many claims do you have in total today?
[CUSTOMER][NEUTRAL] Yeah, I'm having only one plane.
[AGENT][NEUTRAL] Alright and may I have the member's policy number?
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 801867-072.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have the ID card available?
[CUSTOMER][NEUTRAL] One second I will check your um.
[CUSTOMER][NEUTRAL] No, I don't have the ID card.
[AGENT][NEUTRAL] OK, I can look at the policy.
[CUSTOMER][NEUTRAL] Can you check with the member's name and date of birth?
[AGENT][NEUTRAL] Yes, I can look the policy up with the member's first and last name.
[CUSTOMER][NEUTRAL] Can I provide?
[AGENT][POSITIVE] Yes, I'm ready when you are.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] OK, and I just located the policy. Hold on one moment.
[AGENT][NEUTRAL] All right, thank you for verifying her information. So all the information provided is a verification of benefits, not a guarantee of payment, and the policy number is 1867072.
[AGENT][NEUTRAL] May I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Hi, can you please
[CUSTOMER][NEUTRAL] Provide me one more time, the policy ID.
[AGENT][NEUTRAL] 186.
[AGENT][NEUTRAL] 70.
[AGENT][NEUTRAL] 72
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes, that's the policy number.
[CUSTOMER][NEUTRAL] OK, thank you. Date of service is [PII].
[AGENT][NEUTRAL] The total bill amount?
[CUSTOMER][NEUTRAL] $154.
[CUSTOMER][NEUTRAL] Sorry, 154177.
[AGENT][NEUTRAL] And that was
[AGENT][NEUTRAL] Wait a minute, you said 154177?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So $154,177 and you said it was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for [PII]. Um, hold on one moment. Yeah, this is the only policy. So there's no claim on file, but the policy has been active since [PII], so you could file the claim if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] stating that
[CUSTOMER][NEUTRAL] Claim on file?
[AGENT][NEUTRAL] There's no claim on file?
[AGENT][NEUTRAL] But the policy was
[CUSTOMER][NEUTRAL] OK, policy active, right? OK. We send the claim to [PII]. This is the right address to send the claim?
[AGENT][NEUTRAL] No, that's the incorrect claims mailing address. I can give you the correct one.
[CUSTOMER][NEUTRAL] Yeah, please go ahead.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the [PII] number is [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ending with 0, right? OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I will review the time OK.
[CUSTOMER][NEUTRAL] Correct mailing address. And could you spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK. And could you please provide me the reference number for this call?
[AGENT][NEUTRAL] Yes, 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] OK. Uh thank you so much for the kind assistance on this call. Have a great day. Take care. Bye-bye. Happy weekend.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APO.
[AGENT][NEUTRAL] Bye bye.