AccountId: 011433970860
ContactId: 3162d759-d57f-41cb-a8c3-bbccac99e71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220250 ms
Total Talk Time (AGENT): 88862 ms
Total Talk Time (CUSTOMER): 69543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3162d759-d57f-41cb-a8c3-bbccac99e71b_20250613T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from the medical provider needing to verify receipt of a claim submitted, please.
[AGENT][NEUTRAL] OK, I can check on the claim for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, that policy ID it is 1462939.
[AGENT][POSITIVE] Thank you hold on.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Date of birth 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 total bill for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the data service is [PII]. This is a total bill for the amount of, oh, let me go back. I'm sorry, one second, 3 $3,912.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so the claims just came up. I'm just waiting for them now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yes, Norman Regional Hospital.
[AGENT][NEUTRAL] Thank you. Um, and the claim number is 359.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 69
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim, um, we paid out on the claim to the provider, a total of $408.12.
[CUSTOMER][NEUTRAL] OK, 408-12 paid OK.
[AGENT][NEUTRAL] And did you need the check information or anything?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And if it's a single payment.
[AGENT][NEUTRAL] Yes, it was a single check, um, in the amount of 40812, um, check number 204.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2418.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was issued on May.
[CUSTOMER][NEUTRAL] And check date?
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it cleared on [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will check for receipt of that payment. May I have a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, alright, [PII], thank you so much for verifying. I do appreciate your help thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you bye bye.