AccountId: 011433970860
ContactId: 1c1ddc9c-6b49-4af2-9a17-7ba0f53e471f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563039 ms
Total Talk Time (AGENT): 187757 ms
Total Talk Time (CUSTOMER): 215053 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1c1ddc9c-6b49-4af2-9a17-7ba0f53e471f_20250507T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, [PII], and how can I help you today?
[CUSTOMER][NEUTRAL] Um, so I'm calling in regards to a claim. Can you please check on that and help me out?
[AGENT][NEUTRAL] OK, are you needing claim status? Is that correct?
[CUSTOMER][NEUTRAL] Uh, uh, no, um, actually, uh, last week I have called, OK, um, before that, can you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And initial your last name?
[AGENT][NEUTRAL] [PII], and what is yours?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] 01887390 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you [PII], one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for the member, please?
[CUSTOMER][NEUTRAL] Um, it's uh [PII] $399.20.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, yes ma'am. Uh, do you already have the claim number for this data service, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, uh, [PII], actually, I have requested, uh, UB through fax, but yet I have not received that. So can you please send that UB once again through fax.
[AGENT][NEUTRAL] What's the claim number you're calling about?
[CUSTOMER][NEUTRAL] The claim number is?
[CUSTOMER][NEUTRAL] 357-92227
[AGENT][NEUTRAL] I'm sorry, say the claim number again.
[CUSTOMER][NEUTRAL] 357-92227
[AGENT][NEUTRAL] OK, so yes ma'am, now I can see that claim was faxed. We also have a portal that you can print that fax yourself from.
[CUSTOMER][NEUTRAL] Uh, what is the website address?
[AGENT][NEUTRAL] And the fax, the website that you go to is [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you spell that for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] So it's secure. [PII]. Is that correct?
[AGENT][NEUTRAL] No, on public, no. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] LIC.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's secure. [PII], right?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, one second, let me double check whether we have access for this portal or not.
[AGENT][NEUTRAL] It's a self-registering portal, and with that claim number, you can print the explanation of benefits.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because like checking right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I couldn't able to pull any uh claim here on the portal.
[AGENT][NEUTRAL] And you used claim number 35792227?
[AGENT][NEUTRAL] What did it say? And what was the message you received?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] There are no claims to display.
[AGENT][NEUTRAL] OK. Does the fax need to be sent to your attention, or is that not necessary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Um, it is necessary.
[AGENT][NEUTRAL] [PII] is how you spell your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII], last name initial [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] Fax number is 1 2nd.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Say that one more time for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct. Attached to my name.
[AGENT][POSITIVE] OK. So I have sent that to you. Yes, ma'am. That has been sent. So provided you're able to receive it, you should be receiving it very soon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Any approximate time?
[AGENT][NEUTRAL] No, ma'am. I don't have an approximate time. It has been sent. So again, it should be coming to you soon if you're able to receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, and also, um,
[CUSTOMER][NEUTRAL] Oh, under which fax, I mean, like, uh, what is the fax number you have through which we are getting the DOB?
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] I just repeated your fax number to you. [PII] is where it was sent to.
[CUSTOMER][NEUTRAL] Um, but I'm asking your fax number.
[AGENT][NEUTRAL] [PII]. The fax will have your name on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please help me with the call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a very nice day also.
[CUSTOMER][POSITIVE] Mhm. Thank you. Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.