AccountId: 011433970860
ContactId: e28f0074-515b-4b40-a8fb-ad410a1b6c71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222300 ms
Total Talk Time (AGENT): 92413 ms
Total Talk Time (CUSTOMER): 78208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e28f0074-515b-4b40-a8fb-ad410a1b6c71_20250625T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], myself is [PII]. I'm calling from Broader's office checking our claim status for my patient.
[AGENT][NEUTRAL] OK, and may I have the spelling of your first name, please?
[CUSTOMER][NEUTRAL] Yeah, it's spelled like [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and excuse me, your callback number we are disconnected?
[CUSTOMER][NEUTRAL] Yeah it is [PII].
[AGENT][POSITIVE] OK, thank you so much. And the last initial to my name is [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and [PII], what is that policy number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Member ID number is 01885900.
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 01885900.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Thank you. I verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, member name is Corey Law. Date of birth on [PII].
[AGENT][POSITIVE] OK, thank you very much for the information and again you call for claim status. I can assist you. What is the date of service and the total charge amount please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of service is on [PII].
[CUSTOMER][NEUTRAL] One moment, I'll get the bill amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and the bill amount is $266 even.
[AGENT][NEUTRAL] OK, thank you [PII], one moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and to repeat that date of service and total charge amount, I have that as [PII], total charges $266.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, thank you very much, and I did not show that we have that claim on file, [PII].
[CUSTOMER][NEUTRAL] Oh OK one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please check whether the member is active for the date of service?
[AGENT][NEUTRAL] OK, I certainly can do that for you. Um, the patient is not active for that day of service. This particular policy has termed or termed as of [PII].
[AGENT][NEUTRAL] And I did not show an active policy on file.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you very much for that. And may I know when was the policy has been started for this patient?
[AGENT][NEUTRAL] The effective date shows [PII].
[CUSTOMER][POSITIVE] OK, thank you very much for that also.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And uh yeah that's all from my end um can we have a call reference number?
[AGENT][NEUTRAL] Uh, we do not provide card reference numbers. You can use my name in today's date and also as a reminder, [PII], you're able to check claim status by visiting our secure portal at [PII]. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh no, that's all for now, [PII]. Thank you very much for the help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye.