AccountId: 011433970860
ContactId: 143d400f-c508-4685-8057-b572e2cf774d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258920 ms
Total Talk Time (AGENT): 104667 ms
Total Talk Time (CUSTOMER): 94830 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/143d400f-c508-4685-8057-b572e2cf774d_20250530T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Yes, just was needing to check claim status for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01.
[CUSTOMER][NEUTRAL] 986-723
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] You're welcome. Yes, first name is [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And 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 bill for the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the date of service was [PII], and the total charge amount was $184 even.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment, [PII].
[AGENT][NEUTRAL] Alright, so this policy number is no longer active as of [PII]?
[CUSTOMER][NEUTRAL] OK, alrighty then and.
[AGENT][NEUTRAL] There is an active policy, um, that's been active since [PII]. Let me see if there's a claim there. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is that policy number is 246.
[AGENT][NEUTRAL] 2789.
[AGENT][NEUTRAL] And the claim has been received, um, it was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 4103.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Alrighty then. Well, thank you so much, [PII], and by chance, is there a way that that EOB could be faxed to me?
[AGENT][NEUTRAL] Mhm, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Or email whichever um is easier.
[AGENT][NEUTRAL] Um, I believe we can only fax. I'll check on the email though. Um, you can give me both if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, so the fax number is 314-364.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And you can just fax it so you don't have to.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and that was.
[CUSTOMER][POSITIVE] Yeah, if y'all normally fax it then it's OK.
[AGENT][NEUTRAL] Yes, OK. Um, and the fax number is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, well, I will go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, do we have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK then, well thank you so much and have a good day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.