AccountId: 011433970860
ContactId: 1be67f04-aba6-42ca-b856-785c87225a88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316179 ms
Total Talk Time (AGENT): 136229 ms
Total Talk Time (CUSTOMER): 67308 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1be67f04-aba6-42ca-b856-785c87225a88_20250619T14:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling about patient's claim.
[AGENT][NEUTRAL] OK, are you needing to check claim status for one member? is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [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] I
[CUSTOMER][NEUTRAL] 2483469
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And what is your, and any information first off either that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thursday?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] 5425 bill amount is $3,434.55.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so for data service [PII] 2025, is that correct?
[CUSTOMER][NEUTRAL] Yeah, like
[CUSTOMER][NEUTRAL] 5:14.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this claim was received. The received date on this claim was on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3609655.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] And on this claim there was a benefit paid in the amount of $1,373.82.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you need the check number for this?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 204-847-6.
[CUSTOMER][NEUTRAL] 204-847-6
[AGENT][NEUTRAL] The first number is a 2. Is that what you said?
[CUSTOMER][NEUTRAL] Uh huh 204-847-6.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, and did it go out on [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] It processed on [PII], which it would not, that would have had to go through overnight processing to be issued, so it would not have gone out until the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there should be an explanation of benefits along with that payment.
[AGENT][NEUTRAL] But in the event that there's not Eva or you want to print the explanation of benefits, we do have a portal that you should be able to do that.
[AGENT][NEUTRAL] And the website that you would go to is secured. [PII].
[AGENT][NEUTRAL] Uh-huh, secured. Am public. You would have to register, but it's a self-registering portal. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that free or do something I have to set up?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if I can just get a reference number and your name again please.
[AGENT][NEUTRAL] Again, my name is [PII] and my name in today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate your time.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. And if that is all then that I could help you with, thank you again for calling ATL today and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.