AccountId: 011433970860
ContactId: f957b471-0f98-4411-9d5b-a369fe136115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281790 ms
Total Talk Time (AGENT): 99321 ms
Total Talk Time (CUSTOMER): 126722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f957b471-0f98-4411-9d5b-a369fe136115_20250228T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider office looking for claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, my name is spelled as [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 017113543 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The first name is [PII], last name is [PII], and date of birth, [PII].
[AGENT][NEUTRAL] OK, um, I might have misheard that policy number. I apologize, could you repeat that for me, the policy number?
[CUSTOMER][NEUTRAL] Uh yes. 017113543 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, so that is what I got, but I got a uh completely different member with that policy number um do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Allow me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, I don't have the social. Uh, can you check by the name and date of birth?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yes, first name spelled as [PII], and last name spelled as [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] about.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm sorry, what did you say the date of birth was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. I did find her um let's see what was the uh date of service for this claim?
[CUSTOMER][NEUTRAL] D of service is [PII].
[AGENT][NEUTRAL] OK and then uh that bill amount please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $202 even.
[AGENT][NEUTRAL] 12, OK.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will let you know, uh, this policy terminated [PII]. I can still see if we received that claim now.
[CUSTOMER][NEUTRAL] OK. Did you receive this claim?
[AGENT][NEUTRAL] Uh, one moment, let me make sure that we did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] What was the name of the provider's office?
[CUSTOMER][NEUTRAL] Yes, provider of his name is Murray Oular Oncology and Retina INC.
[AGENT][NEUTRAL] OK, OK, I appreciate you verifying that. So yes, we did receive this claim and of course we were unable to pay a benefit as the services were rendered after coverage was terminated.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Uh did you need this claim number?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no, I don't need claim number. Can you please uh repeat the termination date of the member?
[AGENT][NEUTRAL] Yes, that termination date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a nice day. Bye for now.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.