AccountId: 011433970860
ContactId: 26b3fe2e-8934-4a2c-8c3b-0c9a9ab99e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417000 ms
Total Talk Time (AGENT): 155943 ms
Total Talk Time (CUSTOMER): 63115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/26b3fe2e-8934-4a2c-8c3b-0c9a9ab99e14_20250414T20:52_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] Yeah.
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm calling from provider office.
[AGENT][POSITIVE] Hi [PII], how are you today?
[CUSTOMER][POSITIVE] I'm fantastic, thanks for asking. How about you?
[AGENT][POSITIVE] I'm doing well. And how may I assist you today?
[CUSTOMER][NEUTRAL] Oh well, I need a team status please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] 002013249.
[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] [PII], [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] [PII] $7,774.12.
[AGENT][NEUTRAL] Can you repeat the total bills, I'm sorry.
[CUSTOMER][NEUTRAL] 7774.12.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] As an in Sacred Heart Emerald Coast.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] That claim number is 356.
[AGENT][NEUTRAL] 5998.
[AGENT][NEUTRAL] I'm sorry, 356-598-8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], we paid out um to the provider a total of $2,932.
[CUSTOMER][NEUTRAL] Even
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] So any patient responsibility on this.
[AGENT][NEUTRAL] So we don't determine patient responsibility because we're not a major medical insurance company, um,
[AGENT][NEUTRAL] The remaining balance would be whatever your policies are for that.
[CUSTOMER][NEUTRAL] And uh may I know by
[CUSTOMER][NEUTRAL] By the check number of the EFT this has been paid.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So it was a single check?
[AGENT][NEUTRAL] In the amount of $2,932.
[AGENT][NEUTRAL] Check number 202.
[AGENT][NEUTRAL] 9100.
[AGENT][NEUTRAL] And hold on one moment.
[AGENT][NEUTRAL] Alright, so it was issued on [PII]?
[AGENT][NEUTRAL] It was mailed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it is still showing as outstanding. So if you like, I can um check or send this to our representative to check on the check, and then we can um res, well, reissue it if we need to. If not, we can, um, if it has been cleared, we can provide a copy of the clear check.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][POSITIVE] Alrighty, and was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] So by when we can check back on this option and check details, I mean to get this confirmed.
[AGENT][NEUTRAL] So it's a 7 to 10 business day turnaround, um.
[AGENT][NEUTRAL] So I would give it that, um, it might be less time, um, but that's the most that it would take to um process this.
[CUSTOMER][NEUTRAL] a couple of weeks, right?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the call reference number?
[AGENT][NEUTRAL] 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] Thank you very much.
[AGENT][POSITIVE] You're very welcome. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that would be all.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.