AccountId: 011433970860
ContactId: 13522e65-f217-47be-b939-370b5c9deff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465059 ms
Total Talk Time (AGENT): 187023 ms
Total Talk Time (CUSTOMER): 68673 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/13522e65-f217-47be-b939-370b5c9deff3_20250530T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to verify the status of a payment that um the website is showing we received.
[AGENT][NEUTRAL] OK, you're trying to check claim status and on a payment, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 246-2905
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And collision any information provided 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] This is for [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the data service collision that total bill amount please?
[CUSTOMER][NEUTRAL] It's [PII] for $426.48.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so do you already have the claim number for this data service [PII]?
[CUSTOMER][NEUTRAL] Um, I don't have that with me. I mean, I can.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, I can give it to you. So that was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 346.
[AGENT][NEUTRAL] 1985.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $69.02.
[AGENT][NEUTRAL] Now, I do show.
[AGENT][NEGATIVE] That that payment, it appears it was issued, I mean, voided. One moment.
[AGENT][NEUTRAL] Let me look at a few things please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I can see that that
[AGENT][NEUTRAL] Check was voided, but I'm not sure as to why. Have you all received a letter or anything regarding that payment?
[CUSTOMER][NEUTRAL] No, we haven't received anything at all. um, I found this out because I went and verify the information on our website um last week.
[AGENT][NEUTRAL] OK, so what I'm gonna do um for you on this one since I'm not able to see exactly why it was forwarded, I just can't see that it was, but I'll be happy to connect you with one of the examiners who can look at this for you since you said that you all have not received anything on it either, um, but before I connect you, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what was your name again?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if you need a copy of that explanation of benefits you can uh use that claim number that I gave you. You should be able to print a copy of that from our portal if you go to [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, I have it. I see that right now, so.
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] Um, now do you have a reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, well then, thank you for calling APL. I hope you have a wonderful weekend and if you'll give me just a moment, I will get you connected.
[CUSTOMER][NEUTRAL] OK, that will be it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK [PII], this is still [PII]. So what I'm gonna do is I wasn't able to reach one of the examiners at the moment, so I'm gonna send a request to have this researched for you and the phone number that you gave me [PII] is the best contact number that they could someone could reach you back at?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Will that be OK if I put that request in to have this looked at?
[CUSTOMER][NEUTRAL] Right, yeah, that's fine. Do we have a time frame?
[AGENT][NEUTRAL] It should be within just a couple of days that you would receive a call back. It probably will not be today typical turnaround time on that is gonna be 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] OK. Well, again, um, is there anything else that I can help you with? and I'm fixing this in this request.
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.