AccountId: 011433970860
ContactId: 07e5142f-f299-424a-b080-df683ee2c2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462929 ms
Total Talk Time (AGENT): 168841 ms
Total Talk Time (CUSTOMER): 137437 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/07e5142f-f299-424a-b080-df683ee2c2d4_20250625T13:18_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on a claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You said that you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Yes. Yes, you're right.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is 01009699.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][NEUTRAL] And any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is uh [PII] and the date of birth, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the data service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Um, yeah. So the date of service was uh [PII] and it is for $229 even. I do have a claim number for this. It is uh 34543. OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] 34543.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] OK, say it all together again, yes ma'am, say it. OK, so first off, give me the claim number again please.
[CUSTOMER][NEUTRAL] Regarding this, I just need a copy of my new ID.
[CUSTOMER][NEUTRAL] It is 345-433-0.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], have you tried to print that directly from our portal since you do have the claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, actually, uh, we don't have a portal access, first of all, and, uh, uh, we already requested, yeah, but, uh, we already requested through fax, but we did not receive it yet. So it's possible to send in another copy of any of it through fax.
[AGENT][NEUTRAL] No ma'am, you have to register. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will be I can fax it to you again, but then you all will need if we've already sent it to you once.
[AGENT][NEUTRAL] Then you would need to register on that portal. OK, [PII], can you hear what I'm saying to you? Are you able to hear me OK?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yes, yes.
[AGENT][NEUTRAL] OK, so if we have already faxed it, I will fax it again but if you do not receive it this time, you would need to set up your profile because it's a self registering portal and use the claim number that you gave me so that you can print it yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what is the website name?
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, secured. [PII]. So give me a moment to get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And does the fax need to have your name on it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, so I can see that we did fax the same explanation of benefits to you on [PII].
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] To that same fax number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that's [PII].
[CUSTOMER][NEUTRAL] OK. Sorry for the inconvenience, but yeah.
[CUSTOMER][NEUTRAL] OK. Yeah, for this time.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, you're right.
[CUSTOMER][NEUTRAL] This is the last try if you are uh not, not received, uh, we can use that portal.
[AGENT][NEUTRAL] OK, so that
[AGENT][NEUTRAL] Uh yes, ma'am. You would just, it's a self-registering portal and you would just select provider when you're setting it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And is there, and I, so I have sent that to you, [PII], so hopefully you will receive it this time. Is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I just need a claim call reference number.
[AGENT][NEUTRAL] OK, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, sure. Thank you and you have a great day. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you have a great day too, [PII], and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] All right, bye bye.