AccountId: 011433970860
ContactId: 2a38833f-0083-4ae9-9c77-02194a9508b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279320 ms
Total Talk Time (AGENT): 126008 ms
Total Talk Time (CUSTOMER): 42426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2a38833f-0083-4ae9-9c77-02194a9508b7_20250116T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about the status of a claim, please.
[AGENT][NEUTRAL] OK, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It's 616-066.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] That's uh [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service place and total bill amount for her?
[CUSTOMER][NEUTRAL] It's [PII] for $137.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, [PII]. So I do see that this claim was received. It was received on [PII].
[AGENT][NEUTRAL] Process on [PII].
[AGENT][NEUTRAL] The claim number is going to be 3544872.
[AGENT][NEUTRAL] And there was a benefit issued?
[AGENT][NEUTRAL] In the amount of $55.
[CUSTOMER][NEUTRAL] OK, and did that go to provider or patient?
[AGENT][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] And what was the check number, please?
[AGENT][NEUTRAL] The check number for this is going to be 2019843.
[CUSTOMER][NEUTRAL] OK, and when was that sent?
[AGENT][NEUTRAL] Uh, it, it would have been issued on the pro process date. Um, let's see.
[AGENT][POSITIVE] I'll have to look at a calendar to see cause it does still shows that it's outstanding.
[AGENT][NEUTRAL] And it was processed on [PII]. So, oh, let me get to the right or right year maybe. Um, that was on a it would not have gone out before the [PII] or possibly even [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect, and if I can please get a reference number.
[AGENT][NEUTRAL] Sure, you can actually use my name along with today's date and then one last thing, um, we do have a portal Wanda, which you can set up a profile and you should be able to access her explanation of benefits there.
[AGENT][NEUTRAL] As well, and that website for our portal is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, how do I spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, well, you are certainly welcome. So if that's all I can help you with, thank you again for calling [PII], and I hope you have a great day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.