AccountId: 011433970860
ContactId: 1f936b10-80d3-4e3b-9f2a-80e898a4c58a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275260 ms
Total Talk Time (AGENT): 147740 ms
Total Talk Time (CUSTOMER): 45276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1f936b10-80d3-4e3b-9f2a-80e898a4c58a_20250116T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], and I'm calling from the provider office and I'm looking for general claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] OK. The contact number is [PII].
[AGENT][POSITIVE] Thank you for that. And the policy number?
[CUSTOMER][NEUTRAL] 1813072
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and the 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 for the claim you like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $360.50.
[AGENT][NEUTRAL] Alright, so for the, for the policy number that you provided, I'm showing that it was uh
[AGENT][NEUTRAL] Effective from [PII], but there is an active policy. Um, I can search under the active policy to see if the claim is there.
[CUSTOMER][NEUTRAL] Uh, it was active from November.
[AGENT][NEUTRAL] Yes, so the policy number that you gave me 1813072?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy was not active on your date of service?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is, however, an active policy number.
[AGENT][NEUTRAL] That's 254.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 9502.
[AGENT][NEUTRAL] And that policy has been active since [PII].
[AGENT][NEUTRAL] So I'm checking the active policy for your claim now. Hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider's office on your claim?
[CUSTOMER][NEUTRAL] Medical May Medical.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, so I'm showing that the claim was received on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim number is 355.
[AGENT][NEUTRAL] 0182.
[AGENT][NEUTRAL] And on [PII], a payment was made to the provider of $25 I'm sorry, $24.20.
[AGENT][NEUTRAL] That was issued on
[CUSTOMER][NEUTRAL] Um, may I have the you have to have the check number?
[AGENT][NEUTRAL] That was issued on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number is 2,022,460.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] It was um mailed to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If the check is not received by [PII], you can give us a call back and we can check on the check to reissue if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. Again, that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.