AccountId: 011433970860
ContactId: 1f02536a-638c-4d91-9d42-6bc7b5cc2c3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233250 ms
Total Talk Time (AGENT): 73245 ms
Total Talk Time (CUSTOMER): 96333 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1f02536a-638c-4d91-9d42-6bc7b5cc2c3d_20250528T20:08_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] Hi, [PII]. My name is [PII] and I'm calling from
[CUSTOMER][NEUTRAL] Sorry about that. Um, Midland's urgent Care, and I wanted to see if I could possibly get uh claim status, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the policy number is going to be 025759.
[CUSTOMER][NEUTRAL] 696.
[AGENT][NEUTRAL] 257-599-6 or just 19?
[CUSTOMER][NEUTRAL] 996.
[AGENT][NEUTRAL] All right and may I have the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and uh [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 data of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yeah, it's going to be for [PII], and the bill amount is $612.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, so it looks like we received it twice. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the initial claim we received on [PII]?
[AGENT][NEUTRAL] That claim number 355.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0497.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK. Um, do you happen to know who the primary insurance is by chance?
[AGENT][NEUTRAL] Yes, hold on one moment.
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so it needs to be billed to them first. Um, let's see.
[CUSTOMER][NEUTRAL] And I don't have that insurance information.
[CUSTOMER][NEUTRAL] So we're gonna have to get that. Um, OK. Uh.
[CUSTOMER][NEUTRAL] You don't happen to have the, the, um, policy number, do you?
[AGENT][NEUTRAL] Primary.
[AGENT][NEUTRAL] No, we just have the name of it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, all right, yeah, that's what I kind of thought, but I figured I would check just in case, um, OK, and can I possibly get a uh call reference number please for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, got it. I appreciate all your help. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, nope, that was the only claim that I had.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.