AccountId: 011433970860
ContactId: f223996c-422d-47bb-8453-bd3f891de43a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113970 ms
Total Talk Time (AGENT): 45652 ms
Total Talk Time (CUSTOMER): 42131 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f223996c-422d-47bb-8453-bd3f891de43a_20250303T15:30_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] Hi, yes, I was just previously speaking with a representative, and I, I needed to find out a little bit more information about a claim that we were talking about.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My [PII] is [PII].
[AGENT][NEUTRAL] Thank you for that and um, your contact number and then the policy number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 02469142.
[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] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And this is for data server [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. What I was trying to find out was whether or not the remaining amount was patient responsibility.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Or if it was supposed to be adjusted, it doesn't say um that we couldn't find it.
[AGENT][NEUTRAL] OK, um, this is a medical policy. So on our medical, um, we don't determine patient responsibility because we're not the major medical insurance or a major medical, um, so it will be whatever your, um, that's why it's not on the explanation of benefits. So it would be whatever your process is for outstanding balances.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, alright, that's what I need you to know. Alright, thank you. I do appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.