AccountId: 011433970860
ContactId: 32c61c41-a737-473c-911b-d33a6f23154c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287779 ms
Total Talk Time (AGENT): 117830 ms
Total Talk Time (CUSTOMER): 74733 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/32c61c41-a737-473c-911b-d33a6f23154c_20250428T20:21_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from provider office looking on claims.
[AGENT][NEUTRAL] You're needing claim status, [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, I can help you. And how many claims, [PII], do you have today?
[CUSTOMER][NEUTRAL] Uh, this is the only plan for today I have.
[AGENT][NEUTRAL] OK, alright, and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Just a moment, um.
[CUSTOMER][NEUTRAL] Yeah, the member ID I have is 022216.
[CUSTOMER][NEUTRAL] 66 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information [PII] that I provide for you 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] Hm
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, could you also please spell out your name for me, for my documentation purpose?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] The date of service for this patient is [PII] with the bill amount of $844 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so you said, um, so this claim was received, it was received on [PII].
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3591644.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $429.52.
[AGENT][NEUTRAL] That was on single check 204-0087.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. When was the payment issued?
[AGENT][NEUTRAL] The date of the process date.
[CUSTOMER][NEUTRAL] Could you please repeat the date for me? [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, aye.
[CUSTOMER][NEUTRAL] And could you please fax me a copy of EOB.
[AGENT][NEUTRAL] Can you print from the uh from the internet because we have a portal that you can use that claim number that I gave you and you would be able to print that directly.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, so the website that you would go to to print that from [PII] is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, great. Uh, could you please also help me the call reference number for this claim?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date and if you need the first initial to my last name it is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] And is there any, uh, you're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I have for today. Have a good day. Bye bye.
[AGENT][POSITIVE] Oh, well, thank you very much for calling AP and I hope you have a nice day as well.