AccountId: 011433970860
ContactId: 31af40f3-0cd4-49a4-b967-5bade8fcb553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215199 ms
Total Talk Time (AGENT): 84394 ms
Total Talk Time (CUSTOMER): 65546 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/31af40f3-0cd4-49a4-b967-5bade8fcb553_20250312T21:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And um how many clients do you have in total today?
[CUSTOMER][NEUTRAL] Just one thing.
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] 02472798
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] 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 for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] Date of service is [PII]. Bill amount is $313.63.
[AGENT][NEUTRAL] 313.63?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Southeast Medical Group.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] And [PII], I have the claim information and I just needed the EOB to be faxed.
[AGENT][NEUTRAL] OK, what's the claim number that you have? Does it end in 6313?
[CUSTOMER][NEUTRAL] The claim number is 3443986.
[AGENT][NEUTRAL] On the very first claim, OK.
[AGENT][NEUTRAL] And what fax number would you like the explanation of benefits sent to?
[CUSTOMER][NEUTRAL] 617
[CUSTOMER][NEUTRAL] 307-411-1.
[AGENT][NEUTRAL] And attention
[CUSTOMER][NEUTRAL] To my name.
[AGENT][NEUTRAL] Alright, that's [PII] Attention [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] And when will I receive the fax?
[AGENT][POSITIVE] Um, faxes, you usually have to give it at least an hour. Um, if you don't receive it by end of day today, you can definitely give us a call back and we'll be more than happy to resend it for you.
[CUSTOMER][NEUTRAL] Got it. And the caller reference number will be your name into this there, correct?
[AGENT][NEUTRAL] Yes, that's correct. And the first initials of my last name is [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.