AccountId: 011433970860
ContactId: c9ed68cd-d621-498b-8031-521591bf7809
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254220 ms
Total Talk Time (AGENT): 97724 ms
Total Talk Time (CUSTOMER): 96246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c9ed68cd-d621-498b-8031-521591bf7809_20250219T21:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the police office which you gonna claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah. Only one claim I have.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, ma'am, the policy number is 01372271 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] yeah
[AGENT][NEUTRAL] OK, [PII], I'm very sorry, but your voice cut out. Can you please repeat the number?
[CUSTOMER][NEUTRAL] 1, sorry, 01372271. M as in Mike, L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and the date of birth, which is showing it's uh [PII]. Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for her place.
[CUSTOMER][NEUTRAL] Yeah, the data services.
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $443 even 443.
[AGENT][NEUTRAL] 443.00. Is that correct?
[CUSTOMER][POSITIVE] 443.00. Yeah, that's correct.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, there is no claim on file for this member for Data Service 313-2024. This policy was not active for that data service, [PII].
[AGENT][NEUTRAL] This policy was had an effective date of [PII].
[AGENT][NEUTRAL] And a termination date of [PII] and there was no other policy with APL after that so there was no active policy with our company for your date of service.
[CUSTOMER][NEUTRAL] One moment, let me take a note.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 518.
[CUSTOMER][NEUTRAL] The policy effective date is.
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] And term date [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is there any active insurance for this patient?
[AGENT][NEUTRAL] As I stated, no, sir, there is no other policy active for your date of service.
[CUSTOMER][NEUTRAL] Yeah, for this patient, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Need to bill the patient for this, OK, mm, can I get a call number for this?
[AGENT][NEUTRAL] My name and today's date. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, could you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Twice
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, crazy, thank you for wonderful assistance. Have a good day bye bye.
[AGENT][POSITIVE] You're very welcome and thank you for calling APL John. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] Bye-bye. And could you please fax me back, OK, fine. Thank you.
[AGENT][NEUTRAL] Bye-bye.