AccountId: 011433970860
ContactId: d5f1b57d-6f54-459e-8e5b-28a805a419e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151350 ms
Total Talk Time (AGENT): 64228 ms
Total Talk Time (CUSTOMER): 56285 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d5f1b57d-6f54-459e-8e5b-28a805a419e9_20250509T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm with Meritt Health Medicine, and I just need to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02349061
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes I do. It's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what was the data service and amount of the charge?
[CUSTOMER][NEUTRAL] This one is for 10 $23 of 2023. Total charges are $2,732.00.
[AGENT][POSITIVE] Awesome thank you ma'am. Give me one moment please.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] You said 1023 of 20 words, 1023 of 23?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Merit Health Medicine.
[AGENT][POSITIVE] Oh, you did say that. I'm so sorry. I definitely have Friday by today.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. I'm sure that claim processed as premium was not received for the data service, therefore benefits are not payable.
[CUSTOMER][NEUTRAL] OK, so we had that down and then um insurance was re-added so we thought maybe there was some change in there so we just wanted to double check and make sure that's still correct.
[CUSTOMER][NEUTRAL] So I will make note of that and can I just get your name and a reference number for the call and I will mark that down.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um, reference I'm gonna use my name at today's date and it's [PII], last [PII] [PII].
[CUSTOMER][POSITIVE] OK, I will make note of that. Thank you for your help today. I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.