AccountId: 011433970860
ContactId: 30b3a036-1c5a-46ed-b9c4-36424344ab8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210979 ms
Total Talk Time (AGENT): 60735 ms
Total Talk Time (CUSTOMER): 27262 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/30b3a036-1c5a-46ed-b9c4-36424344ab8b_20250508T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from provider's office to check on a claim.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] I, I can barely hear you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing status on one claim. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Actually, I have 2 claims.
[AGENT][NEUTRAL] Two claims, are they for the same patient?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, it is for a different member.
[AGENT][NEUTRAL] OK, [PII], I can help you with both of them. What is your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. So [PII], you will use my name that I gave you along with today's date as your call reference number for each one. Also, any information that I provide for you on the claims today will be a verification of benefits and not a guarantee of payment. And lastly, if we have the claims on file and you need a copy of the explanation of benefits once I give you the claim number, you can print that explanation of benefits from our portal by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And what is your first patient's policy number?
[CUSTOMER][NEUTRAL] You want the member ID?
[AGENT][NEUTRAL] I want the member's policy number, yes, please.
[CUSTOMER][NEUTRAL] Member's policy number, just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All on the suggestion
[CUSTOMER][NEUTRAL] Mhm.