AccountId: 011433970860
ContactId: fd5f626b-6d78-4032-8e3a-e08164586a7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173630 ms
Total Talk Time (AGENT): 65576 ms
Total Talk Time (CUSTOMER): 67006 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/fd5f626b-6d78-4032-8e3a-e08164586a7d_20250226T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. I need to check claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII], and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line number.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, my policy number that is uh.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 0110.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Remember last time that is [PII] and last name that is [PII]. Date of birth that is uh
[CUSTOMER][NEUTRAL] [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?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The data service [PII] and the total charge amount that is uh.
[CUSTOMER][NEUTRAL] $14,788.89.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] Alright, so I'm actually showing that um there's no claim on file for that data service.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much. Please confirm your policy date and term date.
[AGENT][NEUTRAL] Um, the policy was effective from [PII].
[CUSTOMER][NEUTRAL] OK. Uh, please confirm the timely final limit for resubmit the claim.
[AGENT][NEUTRAL] There's no timely filing limit. You can file at any time as long as the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, kindly confirm me, uh, sorry, claim mailing address some of the claim.
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK. ZIP code is [PII] and [PII] that is [PII], right?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, thank you, sir. Please confirm it uh call insurance 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, if you don't mind, can you please spell your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much bye for now bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye-bye.