AccountId: 011433970860
ContactId: fdf57458-c75b-4f84-a6f3-b9ad00bb78be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295200 ms
Total Talk Time (AGENT): 114382 ms
Total Talk Time (CUSTOMER): 88232 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fdf57458-c75b-4f84-a6f3-b9ad00bb78be_20250506T20:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from the provider's office. I need to know the claim status. Could you please help me?
[AGENT][NEUTRAL] OK, you have one claim to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm having a single claim.
[AGENT][POSITIVE] Yes, I can help you with that. And what did you say your name was again, please?
[CUSTOMER][NEUTRAL] That's [PII]. It's [PII] again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] It's [PII] with extension [PII].
[AGENT][NEUTRAL] OK, give me the complete phone number one more time because I didn't hear one of the numbers.
[AGENT][NEUTRAL] What's the area code?
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, no. I'm having the contact number and the, my extension number, OK?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] The contact number is [PII].
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK. Extension [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the contact number?
[CUSTOMER][NEUTRAL] Extension is [PII] correct.
[AGENT][NEUTRAL] Thank you. And your, the member's policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the member's policy number is uh.
[CUSTOMER][NEUTRAL] 132
[CUSTOMER][NEUTRAL] 0243.
[AGENT][NEUTRAL] Thank you. Give me a couple of moments please to get the member's information pulled up. [PII], one moment.
[AGENT][NEUTRAL] And any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the data service and total bill amount please?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, take the bill amount is it it is uh.
[CUSTOMER][NEUTRAL] $354.42.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so there is no claim on file for this member under this policy, but this policy was also not active for this data service.
[AGENT][POSITIVE] This policy had an effective date.
[CUSTOMER][NEUTRAL] OK, this policy is not active.
[AGENT][NEUTRAL] That is correct. The effective date on this policy was [PII], and this policy termed [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there was no policy active with our company for that data service.
[CUSTOMER][NEUTRAL] OK, is there any other insurance active for this number? Could you please go and check it?
[AGENT][NEUTRAL] Yes, sir, that's what I just said. With our company, there is no other active policy for that data service.
[CUSTOMER][NEUTRAL] OK. OK. I didn't got that. All right. What's your name? Could you please spell it out?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Again, my name is [PII], you would use my name along with today's date as your call reference number.
[CUSTOMER][POSITIVE] Alright, thank you, [PII] you helped me a lot. That's what I want today.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, nothing else.
[AGENT][POSITIVE] OK, well thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Please stay safe. Bye-bye.
[AGENT][POSITIVE] I hope you have a nice afternoon as well and thank you again for calling APU.
[CUSTOMER][NEUTRAL] Bye-bye.