AccountId: 011433970860
ContactId: 1099db57-6f43-4613-80ca-5e104030541a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214199 ms
Total Talk Time (AGENT): 83401 ms
Total Talk Time (CUSTOMER): 104451 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1099db57-6f43-4613-80ca-5e104030541a_20250521T12:55_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 [PII], my name is [PII] calling from Aspire Stanley Hospital to check on a claim.
[AGENT][POSITIVE] OK, well, 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 and the member's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, yeah, so the callback number is [PII] and uh.
[CUSTOMER][NEUTRAL] Number ID number is 01009699.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm a little bit.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, so the member name is, uh, it is, uh, [PII] and the date of birth is [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 bills for the claim?
[CUSTOMER][NEUTRAL] Um, yeah, sure. So the date of service was [PII] and it is for uh $229 even.
[CUSTOMER][NEUTRAL] And regarding this one, I'm just looking for an explanation of benefits so.
[AGENT][NEUTRAL] OK, hold on one second, let me locate the claim and you just need the explanation of benefits faxed to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's a good fax number?
[CUSTOMER][NEUTRAL] I it does, uh, just give me a minute. It does, uh,
[CUSTOMER][NEUTRAL] [PII]. And uh you can use attention to SW.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me make sure I have that right. Um, attention [PII].
[CUSTOMER][NEUTRAL] Yes, uh, the [PII], that part is right, but, uh, the first starting of the letter, it is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] $229.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, as far as Stanley Hospital.
[AGENT][NEUTRAL] OK, um, so I have the claim here, um, claim number 3,454,330. Um, I'll go ahead and fax the um explanation of benefits over to you. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and could you please uh spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah, what's the reference for our call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you and you have a great day. Bye.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.