AccountId: 011433970860
ContactId: dbbce9b9-2c25-490b-be71-9736843c6fec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282489 ms
Total Talk Time (AGENT): 112679 ms
Total Talk Time (CUSTOMER): 114691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dbbce9b9-2c25-490b-be71-9736843c6fec_20250402T15:25_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] Mm, hi, [PII]. This is [PII] calling from [PII] office. Uh, well I need to check on our claim status. Can you please help me out, [PII]?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status and from my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yup. Uh my name is [PII]. It's spelled as [PII]. And the callback number [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yup. It's 1053007245.
[AGENT][NEUTRAL] Do you have their APL policy number?
[CUSTOMER][NEUTRAL] APL, I think this is the policy number. It's 014.
[CUSTOMER][NEUTRAL] 51531
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep. [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And with some how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] Alright, and may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yes, it's, uh, once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nothing. Date of services.
[CUSTOMER][NEUTRAL] Yeah, one moment, I missed it.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEGATIVE] Suddenly my system stopped.
[CUSTOMER][NEUTRAL] Yes. Uh, I'm ready. It's [PII].
[AGENT][NEUTRAL] Thank you. And the total bill amount?
[CUSTOMER][NEUTRAL] Uh, it's $163.72.
[AGENT][NEUTRAL] $163.72.
[CUSTOMER][NEUTRAL] Yep, 163 72. Yep.
[AGENT][NEUTRAL] OK, so here's the thing, the member had two policies with us. The last policy that they had terminated in [PII].
[AGENT][NEUTRAL] Um, I can take a look at that claim or policy and see if there's a claim here, but there were no claims active with APL on your date of service.
[CUSTOMER][NEUTRAL] OK. The patient was termed on [PII], I'm sorry, [PII], right?
[AGENT][NEUTRAL] The policy, the policy terminated on [PII], yes.
[CUSTOMER][NEUTRAL] Yup. OK.
[AGENT][NEUTRAL] And there's no claim on file for date of service [PII]. Um there also were no policies active with us at that time.
[CUSTOMER][NEUTRAL] OK. I have one more policy number. Can you please look into that?
[AGENT][NEUTRAL] Is it for the same member?
[CUSTOMER][NEUTRAL] Yup, just now I found out uh I give an incorrect number, patient number. Shall I provide the patient member ID updated one?
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, that is the number. [PII].
[AGENT][NEUTRAL] So that was the first policy that she had with us that terminated on [PII]. So that was before the policy number that you provided.
[CUSTOMER][NEUTRAL] 2018. And there is no active policy but it currently, right? For the date of service.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, they have not had a policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah. Can you please provide your name of the spelling?
[AGENT][NEUTRAL] My name is [PII] The [PII] is [PII].
[CUSTOMER][NEUTRAL] OK. And now, can you please provide the, do you have any other insurance on file? I forgot this question.
[AGENT][NEUTRAL] No, um, if the insured has another provider, uh, you would have to reach out to them. We don't have that on file.
[CUSTOMER][NEUTRAL] OK. Uh, there is no current uh policy with you guys and there's no other insurance need to contact patient for further. Thank you. That's it for the day and. I need a call reference number for this call.
[AGENT][NEUTRAL] No call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Have a great day. Bye-bye and stay safe.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it for today. Thank you. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.