AccountId: 011433970860
ContactId: 0d600b93-c7da-495a-a53a-629174121c7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438790 ms
Total Talk Time (AGENT): 141961 ms
Total Talk Time (CUSTOMER): 117386 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0d600b93-c7da-495a-a53a-629174121c7a_20250407T14:02_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, hi, this is [PII] from providers office. I'm calling for claims information.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my callback number is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is uh
[CUSTOMER][NEUTRAL] 02187563
[AGENT][NEUTRAL] OK, and how many claims do you have in total today?
[CUSTOMER][POSITIVE] Enjoy your time.
[CUSTOMER][NEUTRAL] Mm, I have only one claim for this patient.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is uh [PII] and last name is [PII] and uh date of birth [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 for the claim you like me to check on?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, date of service uh [PII] and the bill amount is uh $57 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, how much I do.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Uh, I was asking if I could place you on a brief hold, but actually it looks like
[CUSTOMER][POSITIVE] Yeah, take your time. Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I'm gonna place you on a brief hold because we have a few claims for this date and I wanna look at them. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Mm, OK, OK, take your time. You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Let me make sure I got all the.
[AGENT][NEUTRAL] 497, that's 1000 and something 663. I got that.
[AGENT][NEUTRAL] 494.
[AGENT][NEUTRAL] 497
[AGENT][NEUTRAL] for
[AGENT][NEUTRAL] And then 663.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What? Is this real?
[AGENT][NEUTRAL] Oh my gosh, I've never seen that.
[AGENT][NEUTRAL] Wait.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Mm, yeah, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, Center's lab, New Jersey, LLC DPA Med labs.
[AGENT][NEUTRAL] OK, so I'm showing that we received the claim on [PII].
[CUSTOMER][NEUTRAL] OK. And I just need um uh payment information like check number should date and cash it.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK, the check number is 2025479.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, and may I have the paid amount?
[AGENT][NEUTRAL] It was a
[AGENT][NEUTRAL] It was for one for one cent.
[CUSTOMER][NEUTRAL] One senses. May I have the issue date and cash it.
[AGENT][NEUTRAL] [PII], it was issued [PII], it was cleared.
[CUSTOMER][NEUTRAL] [PII]. OK. And may I have the pay to address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you fax the copy of your be?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Fax number 516-4305031. Attention, my name, [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct, exactly.
[AGENT][POSITIVE] Alright, so I'll go ahead and fax this explanation of benefits over to you now. And was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Mm, no. Uh, how long it will take to receive the copy of your name?
[AGENT][POSITIVE] Uh, we usually say to give faxes at least an hour. Um, if you don't receive it by end of day today, just give us a call. We'll be more than happy to resend it for you.
[CUSTOMER][NEUTRAL] OK. Before that, may I have the claim number?
[AGENT][NEUTRAL] The claim number is 3.
[AGENT][NEUTRAL] 49, I'm sorry, 3558494.
[CUSTOMER][POSITIVE] Thank you so much. And may I have the reference number for that?
[AGENT][NEUTRAL] So there's no call reference number, but you can um use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and thank you for your assistance. Have a wonderful day. Goodbye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. I hope you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] I