AccountId: 011433970860
ContactId: c68db649-715c-4946-b4ba-1018eb16c38e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135330 ms
Total Talk Time (AGENT): 47802 ms
Total Talk Time (CUSTOMER): 61189 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c68db649-715c-4946-b4ba-1018eb16c38e_20250617T17:25_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] I need to check status on a claim please and how your day, [PII]?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I can't complain.
[AGENT][POSITIVE] Good. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], are you the insured, the group, the broker?
[CUSTOMER][NEUTRAL] I'm the provider.
[AGENT][POSITIVE] Provider. All right, and I'll be more than happy to help you with the claim status. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is gonna be 02141802.
[AGENT][NEUTRAL] 02141802.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is, uh, uh uh.
[CUSTOMER][NEUTRAL] [PII], uh [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] Um,
[CUSTOMER][NEUTRAL] What's up with that?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] It looks like they already has closed this claim, so I am sorry for calling you.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't know when they did that.
[AGENT][POSITIVE] Well, was there anything else I can help you with? You're welcome. Have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] So thank you you have a great day.
[CUSTOMER][NEUTRAL] Uh, no, you just for APL only, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's all how you do. Let me see here.
[CUSTOMER][NEUTRAL] APL, I don't think I have nothing else, but let me look real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure, notify.
[CUSTOMER][NEGATIVE] Man, come on out.
[CUSTOMER][NEUTRAL] Well, I got.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, doesn't look like I have any, but I truly thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Have a great evening. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye now.
[CUSTOMER][NEUTRAL] Alright you do the same bye now.