AccountId: 011433970860
ContactId: e7b89e3a-4c08-45c1-a1e5-3e206d9d269f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204020 ms
Total Talk Time (AGENT): 70615 ms
Total Talk Time (CUSTOMER): 71855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e7b89e3a-4c08-45c1-a1e5-3e206d9d269f_20250513T18:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to get a status on a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And the policy is 02194798 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] It was an older date, on [PII].
[CUSTOMER][NEUTRAL] The amount was.
[CUSTOMER][NEUTRAL] 2,425.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Let me see if this, and [PII], do you mind if I place you on just a brief hold? Actually, no, this is the only one. I don't need to. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we haven't processed any claims for this member, um, but the policy was active on the data service, so you can, um, file the claim if you like. There's no timely filing.
[CUSTOMER][NEUTRAL] Um, I did send over a fax, um, fax was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was attention to the claims, but that was back on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Yeah, that's the wrong
[CUSTOMER][NEUTRAL] There was a confirmation.
[AGENT][NEUTRAL] That's the wrong fax number. Let me give you the correct one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, um, so it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEGATIVE] OK, so I'll have that resent then.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for that, that's all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.