AccountId: 011433970860
ContactId: 2557d85b-282a-4c8e-bf28-6d6583439b69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188089 ms
Total Talk Time (AGENT): 77368 ms
Total Talk Time (CUSTOMER): 52607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2557d85b-282a-4c8e-bf28-6d6583439b69_20250506T20:03_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]. This is [PII] calling from Browder checking on a 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] Uh, I have uh.
[CUSTOMER][NEUTRAL] Only one claim.
[AGENT][NEUTRAL] All right. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] is a direct line and the policy number is 02457037.
[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] [PII] and the date up to [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 and the total bills for the claim you'd like me to look at?
[CUSTOMER][NEUTRAL] [PII] 2024 and the bill amount is $5,803.25.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's a Florida Woodmont Hospital.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 349-0746.
[AGENT][NEUTRAL] And on [PII], the claim was denied, requesting an explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK. Could you verify the fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] And that's attention APL claims.
[CUSTOMER][NEUTRAL] OK. Is there any contact?
[CUSTOMER][NEUTRAL] Yes, uh, it's, is there any current claim receipt for this claim, uh, we already send a claim with primary or B. Is there any receipt for this one?
[AGENT][NEUTRAL] I'm not showing any other claim for this data service.
[CUSTOMER][NEUTRAL] Mm, OK. Could you spell out your name?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Can I get the reference number for the call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you. Thank you for the information.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you. Thank you for your assistance.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a good day. Bye-bye.