AccountId: 011433970860
ContactId: d1cd3452-4c52-49fd-9739-28cd3b94d246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203300 ms
Total Talk Time (AGENT): 98568 ms
Total Talk Time (CUSTOMER): 50618 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d1cd3452-4c52-49fd-9739-28cd3b94d246_20250305T19:02_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] Hi, my name is [PII]. Last name my initial is [PII].
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling uh for claim status for a patient.
[AGENT][NEUTRAL] OK, [PII], you have one claim status that you're needing to check, is that correct? Yes, ma'am. I can help. OK, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] 1602846.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, what is your date of service and total bill amount?
[CUSTOMER][NEUTRAL] It's [PII] $360 even.
[AGENT][NEUTRAL] OK, thank you. Now I'll need to give you see if the member has another policy because the policy number that you gave to me, [PII] is an old policy that termed 91 of 2019, but let me see if she has another policy because we don't even have a claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For your data service. OK, so just a moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so no ma'am, um, give me one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so the policy number that you gave me, it was active from [PII] to its term date of [PII], and this claim is not on file for this state of service that you gave me, and she did not have an active policy with APO for this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so no active policy. Perfect, thank you so much. Can I get the reference number of the call?
[AGENT][POSITIVE] Correct. You're very welcome.
[AGENT][POSITIVE] Yes ma'am, you would use my name along with today's date. And is there anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] No, that will be all. Thank you. Have a good day.
[AGENT][POSITIVE] OK. Well, thank you so much. I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] bye
[AGENT][NEUTRAL] Mm bye-bye.