AccountId: 011433970860
ContactId: ebe928ef-fff9-4e7b-b856-c82009a880de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199919 ms
Total Talk Time (AGENT): 87905 ms
Total Talk Time (CUSTOMER): 72580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ebe928ef-fff9-4e7b-b856-c82009a880de_20250124T16:36_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, hello, my name is [PII] calling from the office and looking for the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, the policy number is 02396815.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data services.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And how much is the total charge of the claim?
[CUSTOMER][NEUTRAL] And the bill amount is $1,153 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim and for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] May I know what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let me see if I have a new policy.
[AGENT][POSITIVE] There's no other problem.
[AGENT][NEUTRAL] Yeah, I don't have a claim for [PII] for this member.
[CUSTOMER][NEUTRAL] Oh yeah, uh, the date of service is started from year [PII] and uh.
[CUSTOMER][NEUTRAL] Uh, last discharge date is [PII].
[AGENT][NEUTRAL] We don't have any claims on file for December for [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] May I know what is the conference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date and let me give you the eligibility because this policy is terminated and it was terminated before that date.
[CUSTOMER][NEUTRAL] All right, please. Uh.
[AGENT][NEUTRAL] So we have the effective date of the policy is [PII].
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] All right. Is the patient name is [PII], right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] All right. And the conference number is your name and the today's date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thank you so much. So much appreciate for giving your time.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] No problem. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I'm done for today. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah bye.
[AGENT][NEUTRAL] That