AccountId: 011433970860
ContactId: 201ae057-a84d-4796-b1b8-dc00d807a7d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276589 ms
Total Talk Time (AGENT): 79893 ms
Total Talk Time (CUSTOMER): 67643 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/201ae057-a84d-4796-b1b8-dc00d807a7d0_20250411T20:42_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] Uh yes, I, uh, my first name is [PII], my last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The patient's ID 1019. I'm sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The patient's ID is 021-73249.
[AGENT][POSITIVE] 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] Date of birth is [PII] and the first name is uh [PII], last name 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 and the total bills?
[CUSTOMER][NEUTRAL] Uh, set up services, uh, [PII] total charge is $9,0036 even.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And is it all right if I place you on just a brief hold while I look through these claims?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh yes hello.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. And what would be the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] OK, um just.
[CUSTOMER][NEUTRAL] So, uh, this is uh calling from uh Memorial Regional Medical Center.
[AGENT][NEUTRAL] OK. The reason I'm asking is because we received two claims for this data service, um, but it's not with your provider and there are 2 different total, um, bills which nowhere near your, your total bill. So we do not have a claim on file. However, there is no um timely filing. So if you would like to file, you do still have that option.
[CUSTOMER][NEUTRAL] OK, so, uh, can I have the memory effectively?
[AGENT][NEUTRAL] Yes, so this policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And the uh no time is funny, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you and uh can I have the members, I mean a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you. That's all I need to know very rest of that.
[AGENT][POSITIVE] Alright, you also, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye.