AccountId: 011433970860
ContactId: da5e37df-aa92-409f-9e3a-0b317d9da45e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209610 ms
Total Talk Time (AGENT): 79669 ms
Total Talk Time (CUSTOMER): 74392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/da5e37df-aa92-409f-9e3a-0b317d9da45e_20250123T16:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] I'm calling from the provider office for claim status.
[AGENT][POSITIVE] Oh, I'd love to help you with claim status, Miss [PII]. Do you mind if I really quickly get a good callback number from you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's that policy number we want to look at today?
[CUSTOMER][NEUTRAL] The policy number give me one second.
[CUSTOMER][NEUTRAL] OK, the policy number is 01869761.
[AGENT][NEUTRAL] 01869761 did I catch that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And let me get that pulled up for you today.
[CUSTOMER][NEUTRAL] I have a claim here for their service that is a.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII] the [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect and what was the bill amount we wanna look up today?
[CUSTOMER][NEUTRAL] $705 even.
[AGENT][NEUTRAL] 705 perfect and would you be able to verify for me please your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, first name [PII] is [PII] Last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect and let me look into that data service for him for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you be able to provide me the facility name on file for that?
[CUSTOMER][NEUTRAL] In South Florida infectious Disease and Tropical Medicine Center.
[AGENT][NEUTRAL] Miss [PII], it does not look like I show your facility claim on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, OK, but the policy was effective for the day of service?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] That's a great question. Let me look at that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, actually, it looks like the policy terminated uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Can I have a reference number?
[AGENT][NEUTRAL] Oh yeah, you betcha. Um, the reference number is going to be my name, Allie, A L L I E and then my last initial will be [PII] in today's date.
[CUSTOMER][POSITIVE] OK thank you have a nice day.
[AGENT][POSITIVE] Hey, it's my pleasure. You take care, Miss [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.