AccountId: 011433970860
ContactId: 3c851c09-4a3f-4645-b670-7691115858d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239500 ms
Total Talk Time (AGENT): 108365 ms
Total Talk Time (CUSTOMER): 93063 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3c851c09-4a3f-4645-b670-7691115858d0_20250326T13:51_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good morning calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm calling you because um I have a question regarding a claim that it looks like it was paid, but I wanna know if the claim will be paid to the uh hospital or or I have to put in my information so you guys can send it to me. um, can, can you take a look into that please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can take a look into it for you. So you're just wanting to know if there's a claim that's been filed, you're wanting to know if it's going to be paid to you or to the provider.
[CUSTOMER][POSITIVE] Exactly what is it exactly, exactly. Let me give you the claim number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 356-686-69
[AGENT][NEUTRAL] Thank you. Hold on one moment. And while I'm pulling the claim, um, may I have a good contact number in case we're disconnected in your name?
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. Hold on one moment, I'm just pulling up the um policy.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, yes, I don't know if I have [PII] [PII] or [PII], or [PII]. 1 of those.
[AGENT][NEUTRAL] It was, it was yours [PII].
[CUSTOMER][NEGATIVE] Yeah, I don't believe that
[CUSTOMER][NEUTRAL] OK, [PII], yeah.
[AGENT][NEUTRAL] Yes, ma'am, and then just your um the mailing address and your date of birth.
[CUSTOMER][NEUTRAL] [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So for this claim, um, it looks like it's being paid to um you all as the pro sorry, as the patient, um it's a, let me see, it's a paper check.
[AGENT][NEUTRAL] Hold on while I'm just getting the check information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need to know like the total or anything or you just want to know how it's being sent?
[CUSTOMER][NEUTRAL] No, you can send me that information, uh all the information so I can track it.
[AGENT][NEUTRAL] Oh, sure, OK. So it's check number 203.
[AGENT][NEUTRAL] 5022.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's a total of $6240.
[AGENT][NEUTRAL] And 10 cents.
[CUSTOMER][NEUTRAL] $6240.
[CUSTOMER][NEUTRAL] And 10 cents uh huh.
[AGENT][NEUTRAL] And let me see, it was just it it just went out yesterday and it's coming from [PII] to [PII], so it it may be, I would say at least a week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] But if you're welcome. Um, if [PII] comes and you have not received your check, definitely give us a call back so we can check on it and reissue it if needed, OK?
[CUSTOMER][POSITIVE] OK, will do. Thank you.
[AGENT][POSITIVE] You're welcome, Mrs. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.