AccountId: 011433970860
ContactId: 1101dd7c-cd3f-4b7c-97c7-286a1097ef17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493519 ms
Total Talk Time (AGENT): 181592 ms
Total Talk Time (CUSTOMER): 89243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1101dd7c-cd3f-4b7c-97c7-286a1097ef17_20250617T19:19_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, my name is [PII] calling from provider's office for the claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] OK. The callback number is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] OK. The member ID number is
[CUSTOMER][NEUTRAL] 02493493 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information [PII] that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is on [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm gonna do the service and total bill amount for her, [PII].
[CUSTOMER][NEUTRAL] OK. The date of service is on [PII] and the total bill is $21,689.41.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And you did say the data service is [PII] of [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK then. So I do show that this claim was received. This claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3,596,460.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $350.
[AGENT][NEUTRAL] And the check number for that is 2042164.
[CUSTOMER][NEUTRAL] Can I get the check number again?
[AGENT][NEUTRAL] 204-2164.
[CUSTOMER][NEUTRAL] OK. Uh, is it a single check or bulk check?
[AGENT][NEUTRAL] And there's
[AGENT][NEUTRAL] Single check and it cleared on [PII].
[CUSTOMER][NEUTRAL] [PII] 2025 OK.
[AGENT][NEUTRAL] Yes sir, and if you need a copy of the explanation of benefits for that data service, now that you have the claim number, you can print that from our portalam by going to [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, like
[CUSTOMER][NEUTRAL] Can you send us the, you with the fax?
[AGENT][NEUTRAL] You can, can you not print it?
[AGENT][NEUTRAL] By going to the website that I just gave you with the claim, that you can't register?
[CUSTOMER][NEUTRAL] No, we don't have the access.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK, so you're stating us to take the profile through the portal.
[AGENT][NEUTRAL] Yes sir, and I'm asking you, can you access, can you set up your profile in the portal so that you'll be able to access claims?
[CUSTOMER][NEUTRAL] No, I don't have to.
[CUSTOMER][NEUTRAL] No, we don't have the access to the portal.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] You have to register those, [PII].
[CUSTOMER][NEUTRAL] OK. Can I get the portal name?
[AGENT][POSITIVE] I'll repeat it again. It's secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if you'll give me a moment to get this EOB pulled up, I will send, I can fax you this one and then you can create your profile so you can have access online.
[AGENT][NEUTRAL] Does the facts need to be sent to your attention?
[CUSTOMER][NEUTRAL] So I saw you.
[CUSTOMER][NEUTRAL] Yes. I provide the fax number?
[AGENT][NEUTRAL] Not yet, no.
[AGENT][NEUTRAL] And the fax number now [PII]?
[CUSTOMER][NEUTRAL] OK. The fax number is [PII].
[AGENT][NEUTRAL] I'm sorry, you'll have to repeat that. I didn't understand the first part of it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I'm going to repeat that back. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So that has been faxed to you, [PII]. So you should be receiving that, uh, very soon.
[CUSTOMER][NEUTRAL] 511. OK, so there is no no no time on time, right?
[AGENT][NEUTRAL] I just explained that I have faxed it to you just now.
[AGENT][POSITIVE] So you should be receiving it soon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also set up your profile in the portal and you can print it yourself.
[CUSTOMER][NEUTRAL] Like, but you, but you have sent it to fax to us, right?
[AGENT][NEUTRAL] Yes sir, I have. Mhm.
[CUSTOMER][NEUTRAL] OK. Can I get your name and the call reference?
[AGENT][NEUTRAL] My name again is [PII], and my name in today's date will be your call reference number.
[CUSTOMER][NEGATIVE] It's pricey, right? T R Y S C Y.
[AGENT][NEUTRAL] He actually the last letter is an I instead of a Y.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], and have a nice day.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a nice rest of your day, [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.