AccountId: 011433970860
ContactId: 3b095c3a-fcca-40f2-a612-9ba22323952f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376519 ms
Total Talk Time (AGENT): 128518 ms
Total Talk Time (CUSTOMER): 127981 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3b095c3a-fcca-40f2-a612-9ba22323952f_20250516T13:01_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] Hi, [PII]. This is [PII] calling from provider service to check on the payment status and this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Mm yes, [PII]
[AGENT][NEUTRAL] OK [PII] and you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, I have a month, but I need you before that claim. That's the only concern.
[AGENT][NEUTRAL] OK, [PII], I'm sorry. I'm having some difficulty understanding and hearing you. Your voice is muffled.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Sorry for that in that. Uh, actually, I have a claim for the patient, [PII], and I need the for that patient.
[AGENT][NEUTRAL] OK, I can tell you how to obtain the EOB from our portal, so you're needing a copy of an explanation of benefits, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII], no extension.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the member ID number that is 0, sorry.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that is 01326525.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the data service and total bill amount that you're calling in regards to [PII]?
[CUSTOMER][NEUTRAL] Data service is [PII] and the total charge amount is $815 even.
[AGENT][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Uh, uh, we don't have the number here.
[AGENT][NEUTRAL] So you, OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, I have the claim number that is 351-6066.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and so you're just needing to get a copy of this explanation of benefits, is that correct?
[CUSTOMER][NEUTRAL] Mm yes. Uh, is this claim paid?
[AGENT][NEUTRAL] So you also need status, is that correct?
[CUSTOMER][NEUTRAL] Mm yes, yes, the pay amount and the uh payment models.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $74 and that was paid on single check [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that check did clear on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, OK. Got it. Thank you. And can I get that EOP?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, you may print that by using that claim number if you go to our portal it's secured.
[CUSTOMER][NEUTRAL] Actually, we don't uh we don't have a portal.
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] You can't access the internet.
[CUSTOMER][NEUTRAL] Uh, can you please, uh, repeat that for me?
[AGENT][NEUTRAL] Can you access the internet?
[CUSTOMER][NEUTRAL] Yes, yes. Why not?
[AGENT][NEUTRAL] OK, so you would just go to the internet and print and pull up that portal website. It's a self registering portal and you should be able to print the explanation of benefits with that claim number.
[CUSTOMER][NEUTRAL] And can I get that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I get that total?
[CUSTOMER][NEUTRAL] Information.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] The website you would go to is secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Secure. [PII], right?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK. OK, then. Thank you. Thank you for that information. And can I get your reference number?
[AGENT][NEUTRAL] Well, the reference number would be my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your assistance and have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Yes, ma'am. Can I help you with anything else today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Nothing. Thank you. Have a great day.
[AGENT][POSITIVE] You're very welcome and I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 55.