AccountId: 011433970860
ContactId: 40368c00-79dc-4914-b826-b048308488bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 753280 ms
Total Talk Time (AGENT): 188601 ms
Total Talk Time (CUSTOMER): 57823 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/40368c00-79dc-4914-b826-b048308488bd_20250110T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with Republic EMS. I was calling to get claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, that will be.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 99891.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [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 is 422 of $24 and the bill amount is $2,395.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, OK. I, I apologize for the delay, but for some reason, I'm having some difficulty with one of my screens, so I'm gonna have to go about this a little differently, so please just bear with me for a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, it may be more than just a moment, [PII]. I'm sorry about that.
[CUSTOMER][NEUTRAL] Oh that's OK, I understand.
[AGENT][NEUTRAL] I'm still here, Chase.
[AGENT][NEUTRAL] Still searching.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK, Chase, so we did receive this claim. It was received on [PII].
[AGENT][NEUTRAL] Uh, let's see, it was processed on [PII].
[AGENT][NEUTRAL] The claim number is 346.
[AGENT][NEUTRAL] 1303.
[AGENT][NEUTRAL] The benefit amount that was paid on this claim was $300.
[AGENT][NEUTRAL] That was issued on single check [PII].
[AGENT][NEUTRAL] And we do show that that check cleared on [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there any way that you could fax me a copy of.
[AGENT][NEUTRAL] The other
[AGENT][NEUTRAL] The EOB, yes, I can try and fax it to you. I'm having problems with one of my screens. Um, it's not wanting to load some of my information correctly. Now, I was going to also give you our portal website.
[AGENT][NEUTRAL] Where you can actually set up a profile and you should be able to print the explanation of benefits from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That website that you would go to for that.
[AGENT][POSITIVE] I secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you'll give me just a second though, I will see if I can, I can access it and try to send it to you as well until you can get your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Portal setup.
[AGENT][NEUTRAL] Alright, let me try a different way.
[AGENT][POSITIVE] OK. Finally, I think I'm getting this explanation of benefits to load for me.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] You have been so patient and I certainly appreciate it.
[CUSTOMER][NEGATIVE] Oh, I understand nothing you can do to make it work any better.
[AGENT][NEUTRAL] Yeah. No, unfortunately, if I had a magic wand and I could do that, we would really be in business.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Does it need to be put to your attention, chase, or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] That is going to be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat this back. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK. Well, I have just sent that to you. So provided that there is not any technical issues, you should be receiving that within the next several minutes.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Um, I believe that that's all actually. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're certainly welcome and again thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.