AccountId: 011433970860
ContactId: 43e4d9b2-1021-4211-a452-4805d8b9e9ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136380 ms
Total Talk Time (AGENT): 37380 ms
Total Talk Time (CUSTOMER): 41765 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/43e4d9b2-1021-4211-a452-4805d8b9e9ce_20250502T18:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes I was calling in regards to a patient, um.
[CUSTOMER][NEUTRAL] Claim I spoke with the rep and they said that we did receive payment but I just wanted to double check that that check did actually clear.
[AGENT][NEUTRAL] OK, so you're with the provider's office and you're wanting to verify that we show a check is cleared?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for the member, please?
[CUSTOMER][NEUTRAL] 02494903
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the data service and total bill amount [PII]?
[CUSTOMER][NEUTRAL] It was [PII] of last year. Bill out was 265.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] You know what, you can disregard. I'm looking through the notes. It does show that it did clear. OK, thank you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, well, you're welcome.