AccountId: 011433970860
ContactId: 23336e74-0e9c-45f1-ac4f-e8860b1f02d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280760 ms
Total Talk Time (AGENT): 109706 ms
Total Talk Time (CUSTOMER): 84618 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/23336e74-0e9c-45f1-ac4f-e8860b1f02d6_20250116T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from Orthopedic Surgery Center from San Antonio provider's office. I'm calling for client details.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Start with [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] Uh, just only one client.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] It start with 02449756.
[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] member's name is [PII].
[CUSTOMER][NEUTRAL] Good, and 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] It is on [PII] with the bill amount of $31,900 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's orthopedic Surgery Center of San Antonio.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 351.
[AGENT][NEUTRAL] 659 2.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim. Hold on one moment.
[AGENT][NEUTRAL] A total of $481.01.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that check information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So it's a single check, check number 20075.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 81
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was issued on [PII].
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][POSITIVE] Thank you so much. Sorry. Uh, uh, may I know to which address the check was sent?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, may I know the pay to address, to which address the check was sent?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] Um, it was paid to [PII].
[AGENT][NEUTRAL] 04915.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Give me one second. Uh let me double check if you have it. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, could you please fax a copy of duplicate EOB?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Oh, fax number is going to be [PII].
[CUSTOMER][NEUTRAL] 822
[CUSTOMER][NEUTRAL] 9770.
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, and I'm sending that over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, and that's all about this call and may call reference number for this conversation.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. [PII], once again, thank you so much for your assistance and have a great rest of your day. Stay safe.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.