AccountId: 011433970860
ContactId: 15a149d6-52cf-4642-853c-2da490915506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282339 ms
Total Talk Time (AGENT): 109049 ms
Total Talk Time (CUSTOMER): 96841 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/15a149d6-52cf-4642-853c-2da490915506_20250527T16:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII]. I'm calling on behalf of products office to check a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII] genera claim.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Sorry, could you say it again?
[AGENT][NEUTRAL] What is the policy number for the number you're calling about?
[CUSTOMER][NEUTRAL] Uh, member ID is on that.
[CUSTOMER][NEUTRAL] 01978557 M as in Mary, L as in Lexus 7.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] And was.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the data service and total bill amount, please?
[CUSTOMER][NEUTRAL] Data services number 82024 total bill is $13,7715 even. And we have received in correspondence regarding this claim said that need of primary OV.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And we have and we have sent the primary office through fax.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] To you. The fax number is [PII].
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, we have been sent a fax to fax number that is [PII].
[AGENT][NEUTRAL] That is correct. And that was received on claim number 3605242.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was received on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] OK. What is the
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $2450.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is a single check, 2046449.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] One minute. The fax, uh, should the fax on.
[CUSTOMER][NEUTRAL] Um, uh, [PII]. That's correct?
[AGENT][NEGATIVE] 22 and it was processed. No, what you said is not correct. It was received on [PII] and it was processed and paid on [PII].
[CUSTOMER][NEUTRAL] Paid amount is to the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, what is the check number?
[AGENT][NEUTRAL] Again, that's 204-6449.
[CUSTOMER][NEUTRAL] OK. Could you please send a copy of your before us?
[AGENT][NEUTRAL] Yeah, you can actually print it and there is one being mailed with the check as well, but you can print it from our portal if you go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you for information. Thank you for patient.
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else, [PII] that I could help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you, hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] OK, what is the, what is?
[CUSTOMER][NEUTRAL] What is it called?
[AGENT][NEUTRAL] My name and today's date would be your call reference number.
[CUSTOMER][NEUTRAL] Could you, could you please see the reference number?
[CUSTOMER][NEUTRAL] Uh, uh, could you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for information. Thank you for your patience. Have a nice day.
[AGENT][POSITIVE] OK. Well, you're very welcome. You too, [PII]. And thank you again for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.