AccountId: 011433970860
ContactId: 2d8cb416-5335-4ae9-852a-0339c89b96b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266850 ms
Total Talk Time (AGENT): 107934 ms
Total Talk Time (CUSTOMER): 58182 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/2d8cb416-5335-4ae9-852a-0339c89b96b2_20250421T12:24_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from a provider's office for claim status please.
[AGENT][NEUTRAL] OK, so you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] That would be 02477.
[AGENT][NEUTRAL] Hi, [PII]?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that would be 02477114.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment please to get the uh member's information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And any information, [PII] that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] [PII] and the amount of $1800 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, so I do show that this claim was received on [PII].
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Assessed on [PII].
[CUSTOMER][NEUTRAL] Hello [PII], I lost you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, now I can hear you again, mhm.
[AGENT][NEUTRAL] So there was a benefit paid in the amount of $1100 OK, 1,0001.
[AGENT][NEUTRAL] $123.70.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need the check number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] 2039763.
[CUSTOMER][POSITIVE] OK, [PII], thank you very much.
[AGENT][NEUTRAL] And if you need a copy of this explanation of it, you're welcome. You will be receiving one with the check. However, we do have a portal that you could print out from, [PII], and the website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] ending in [PII] correct. [PII] OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it, got it. OK, thank you again, [PII] thank you.
[AGENT][NEUTRAL] Uh-huh. All right. Well, you're welcome. And can I help you with anything else this morning?
[CUSTOMER][POSITIVE] That will be all. Have a great day.
[AGENT][POSITIVE] Uh, I hope you have a great day too, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.