AccountId: 011433970860
ContactId: d6cb51c7-4b88-478b-823a-0aca17d739d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245500 ms
Total Talk Time (AGENT): 87796 ms
Total Talk Time (CUSTOMER): 92779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d6cb51c7-4b88-478b-823a-0aca17d739d3_20250107T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, you said your name was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, good, uh, good afternoon, [PII]. Um, my name is [PII]. I'm calling from Doctors Hospital of Augusta. I'm just calling to follow up on claim status for a patient.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you, [PII]. Um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. The policy number is 155.
[CUSTOMER][NEUTRAL] 1242.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, the name of the insured is, I'm gonna spell it. Um, let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like [PII]. Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have that date of birth?
[CUSTOMER][NEUTRAL] Uh, they, oh yes, that would help with it, um, [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Alright, I appreciate you verifying all that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Um, looks like the date of service was [PII].
[AGENT][NEUTRAL] OK, so this policy number you gave me actually terminated in [PII]. If you'll give me one moment, I'll see if uh they had one that was active during that time.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, no, this was the only policy that they had with us, so I can still double check to see if we received the claim, but probably would not have been able to.
[AGENT][NEUTRAL] Hang on that.
[CUSTOMER][NEUTRAL] OK, so the policy was termed in [PII] you said.
[AGENT][NEUTRAL] Right, I'll give you the exact date, um, that was.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII]. What was the bill amount for this claim, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] No, your fine billed amount was $8,306.26.
[AGENT][NEUTRAL] Got it. OK, one moment.
[AGENT][NEUTRAL] OK, yes, so we did receive this claim, um, of course we were unable to pay a benefit as services were rendered after the policy was terminated.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, 2.
[CUSTOMER][NEUTRAL] OK, so we don't have to worry about sending anything cause you don't need anything from us because the policy was termed.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, let me make sure. Um, can you just, um, can you tell me what type of like plan type this was?
[AGENT][NEUTRAL] Yes, so it was a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then [PII], do you give reference numbers for your calls?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Yeah, so my name is spelled [PII] Last [PII] is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was it. I appreciate it. I hope you have a great one.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] OK, take care, bye.
[AGENT][POSITIVE] You too, thanks.