AccountId: 011433970860
ContactId: 3d53512a-9c5b-40f8-9f50-0491d151a15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499839 ms
Total Talk Time (AGENT): 138906 ms
Total Talk Time (CUSTOMER): 162674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3d53512a-9c5b-40f8-9f50-0491d151a15d_20250310T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Morning, [PII]. This is [PII]. Uh, I am, I actually I need claim numbers for checking the claims via your website.
[CUSTOMER][NEUTRAL] So could you please provide them?
[AGENT][NEUTRAL] You have dates of service and you'd like me to give you the claim number for each date of service?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, sure. I'll be more than happy to help you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course, it is 1066915.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here we go. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service that you have?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] 2:30.
[AGENT][NEUTRAL] OK, hold on one moment. And did you have more than one or this was the only one?
[CUSTOMER][NEUTRAL] Um, I have more than one.
[AGENT][NEUTRAL] OK, what's the other? Is it all for the same member?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII] and the amount is 230 again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Should I continue?
[AGENT][NEUTRAL] Yeah, go ahead. You can give me the whole list.
[CUSTOMER][NEUTRAL] OK. uh [PII], and again, 230, to build the month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one is [PII] and $200 even.
[AGENT][NEUTRAL] [PII] for 200 is the last one.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and [PII], do you mind if I place you on just a brief hold? I'm just gonna go through the dates for the claim number.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Mhm. Hello?
[AGENT][POSITIVE] Thanks so much for holding. So for [PII], the claim number is 351.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3291.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For [PII] is 351.
[AGENT][NEUTRAL] 8707.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For [PII], it's 35.
[AGENT][NEUTRAL] Sorry, 353.
[AGENT][NEUTRAL] 362 8.
[AGENT][NEUTRAL] And for [PII] is 354-6270.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, just one moment, I guess I have another question, but I need to check.
[CUSTOMER][NEUTRAL] Also, um, I have a different patient.
[AGENT][NEUTRAL] OK, well, let me finish this one first. Hold on one second.
[CUSTOMER][NEUTRAL] For I. Mhm.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] Do you need anything else for this member?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the next one's policy number?
[CUSTOMER][NEUTRAL] It's 10565944 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] You said the policy number is 10565944?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] And there's ML 8. I don't know if it's correct or not, but we got payment before.
[AGENT][NEUTRAL] Wait, wait, wait, wait, hold on one second. So, can you give the numbers again?
[CUSTOMER][NEUTRAL] Um, it's 0156.
[CUSTOMER][NEUTRAL] 5944 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK. And what was the first name and the date of birth?
[CUSTOMER][NEUTRAL] [PII] and last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And again, all the information provided is a verification of benefits, not a guarantee of payment, and you have data service for this member as well?
[CUSTOMER][NEUTRAL] Yeah, just one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] and bill the amount is $310 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing the claim number is 34658889.
[CUSTOMER][NEUTRAL] OK. 3, you said 346, right?
[AGENT][NEUTRAL] Yes, ma'am. 346-588-889.
[CUSTOMER][POSITIVE] OK. Thank you so much. Um, do you have a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Um, I'm sorry, what, what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK. And, right, [PII] last initial, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], and have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.