AccountId: 011433970860
ContactId: 255b90df-ab5c-4390-aa23-cc9ac60086de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416149 ms
Total Talk Time (AGENT): 115095 ms
Total Talk Time (CUSTOMER): 126713 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/255b90df-ab5c-4390-aa23-cc9ac60086de_20250408T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] from broad office. I want to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one claim?
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. The callback number, it is [PII], direct line, no extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, of course, the policy number, it is 02035264 M like Mary L like Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, of course, my first name is [PII], last name is
[CUSTOMER][NEUTRAL] Site link and uh date of birth, it 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 and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, of course, I did. So it is uh [PII].
[CUSTOMER][NEUTRAL] And uh bill amount it is uh $466.38.
[AGENT][NEUTRAL] Thank you for that and [PII], do you mind if I place you on just a brief hold while I locate the policy, I'm sorry, the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So what was the Lord.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yes, yes, ma'am. Can I, I can help you?
[AGENT][POSITIVE] Thank you so much
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. What is the name of the provider's office on your claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, of course, the first name it is Barry University INC.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] Yes, uh, tax ID number it is [PII].
[AGENT][NEUTRAL] Thank you for that. And so I just want to make sure because it was showing as a different um total, but this is the correct claim. So we received the claim on [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 357.
[AGENT][NEUTRAL] 557 2.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And on [PII], the claim was paid to the provider, a total of $44.06.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. And the check number?
[AGENT][NEUTRAL] Track number is 2032815.
[AGENT][NEUTRAL] It was a single check?
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] You send me over.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And it cleared on [PII]?
[CUSTOMER][POSITIVE] Uh, OK, ma'am. Thank you so much and uh could you also fax the CUV to my fax number?
[AGENT][NEUTRAL] Of course. What's a good fax number for you?
[CUSTOMER][POSITIVE] Thank you so much. The fax number [PII]. And uh please pay attention my name, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or [PII]. OK. And that was fax number [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Alright, well, I'll go ahead and fax the explanation of benefits over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, yes, I need the car reference number.
[AGENT][NEUTRAL] Sure, so there's no call reference number, um, but you can use my name and today's date and again that's [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you so much, Mr. [PII]. Have a great day and bye for now.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] I.