AccountId: 011433970860
ContactId: 34f94caf-0792-43f9-b87b-e072af1e60de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181119 ms
Total Talk Time (AGENT): 73451 ms
Total Talk Time (CUSTOMER): 50953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/34f94caf-0792-43f9-b87b-e072af1e60de_20250514T15:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need claim status, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02609372
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 and the total bills?
[CUSTOMER][NEUTRAL] [PII] $320.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you verify the name of the facility on the claim?
[CUSTOMER][NEUTRAL] Northeast Georgia physicians Group.
[AGENT][NEUTRAL] Alrighty, so I'm showing that the claim was received on [PII].
[AGENT][NEUTRAL] That claim number is 359.
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, yeah, I, I'm writing it 35952.
[AGENT][NEUTRAL] Mhm. 59.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on [PII], we paid out on the claim to the provider.
[AGENT][NEUTRAL] A total of $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need any of the check information?
[CUSTOMER][NEUTRAL] Uh, no, um, is there a patient responsibility?
[AGENT][NEUTRAL] Um, so we don't determine patient responsibility here because we're not a major medical insurance company, um.
[CUSTOMER][NEUTRAL] OK, so there's no, there's no provider discount. You just pay $50 on each visit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can I get um a call reference?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII] The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Um