AccountId: 011433970860
ContactId: ce4de80e-3c3c-4c25-8ddb-8334dc419ba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265230 ms
Total Talk Time (AGENT): 93061 ms
Total Talk Time (CUSTOMER): 134933 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ce4de80e-3c3c-4c25-8ddb-8334dc419ba9_20250401T14:57_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] Hi, good morning, [PII]. My name is [PII]. And I'm checking claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status A. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you for that. And um how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Yeah and um
[CUSTOMER][NEUTRAL] Uh, I just have one claim to check.
[AGENT][NEUTRAL] All right. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 1130272.
[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] Last name is that again?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII], how to pronounce the patient's last name and date of birth [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 and the total bill?
[CUSTOMER][NEUTRAL] Thank you for giving all the information regarding the verification of benefits and I guarantee of payment. And may I have the date of payment for this?
[CUSTOMER][NEUTRAL] Date of service, [PII] and the total bill was $1,364.15.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for Matteo for [PII]. Um, let me see.
[CUSTOMER][POSITIVE] I'm sorry for the sale for you.
[AGENT][NEUTRAL] Yeah, so the last claim or policy that they had with us.
[CUSTOMER][NEUTRAL] Cancel the last claim uh policy that they had.
[AGENT][NEUTRAL] Policy number 2076204.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And that was active from [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] There were no active policies since [PII] with APL.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so the policy has been termed on [PII].
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] Let me see if this is a different, yeah, for that policy number that I gave you, the policy number that you gave terminated in [PII].
[CUSTOMER][NEUTRAL] For that policy number that I gave you, the policy number that you gave terminated in [PII].
[CUSTOMER][NEUTRAL] It is the policy which I provide to term on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, if you don't mind, could you also provide me which date it was like the policy was term.
[CUSTOMER][NEUTRAL] For the policy which I provide to you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So for that policy, it was active from [PII].
[CUSTOMER][NEUTRAL] But that policy it was active from [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patients don't have any active coverage like during the date of service in that case.
[AGENT][POSITIVE] Correct, with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're right. Yeah, and I thank you for the information for helping me out. Also, may I have your last name initial?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Sure it's like [PII]. Thank you. And do we have any call reference number, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, got you. Thank you. All right, and you have a great day. Bye-bye.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] You're very welcome and thanks for calling ATL. Was there anything else I can help with? Uh, that will be all for now. Thank you.
[AGENT][POSITIVE] Alright, have a great day.
[CUSTOMER][POSITIVE] Alright have a great day. Thank you. Have a great day bye.
[AGENT][NEUTRAL] Bye bye.