AccountId: 011433970860
ContactId: 34400be9-a771-4b41-97dc-e4ce69cffc0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261100 ms
Total Talk Time (AGENT): 107872 ms
Total Talk Time (CUSTOMER): 71538 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/34400be9-a771-4b41-97dc-e4ce69cffc0b_20250226T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, thank you. Um, [PII], I need to check. I'm sorry, uh, glad that we're halfway through the week.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. Well, how can I help you again today, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I need to check status on the claim, please.
[AGENT][NEUTRAL] OK, so you have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Yes, please. Yes.
[AGENT][NEUTRAL] Ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Um, yes, the policy numbers, um.
[CUSTOMER][NEUTRAL] Sorry, 0, let me see, 1871832 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Hi [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for him, please.
[CUSTOMER][NEUTRAL] Data service [PII] 24 in the amount of $632.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So give me just a moment to look at just a couple of things, please. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII]. So the original claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just one second.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $30.
[AGENT][NEUTRAL] On this claim?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was paid on single check.
[AGENT][NEUTRAL] 2024679.
[CUSTOMER][POSITIVE] Perfect. And um do you happen to have a claim number, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. 355-593-6.
[CUSTOMER][NEUTRAL] OK. 3555-936.
[AGENT][POSITIVE] That is correct. Yes, ma'am. Uh-huh. And then I believe.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome, and I believe you already have our portal website, [PII], for our portal in case you need the the [PII]. OK, I thought that you did, but um, I just wanted to make sure. OK. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, we do.
[CUSTOMER][POSITIVE] Thank you so much, sweetheart. You have a great week. No, that would be it. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] Yes, ma'am. I hope you do too, [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] I am. Bye-bye.