AccountId: 011433970860
ContactId: 46f30507-1bc9-4736-96c8-6f5ce168b01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420890 ms
Total Talk Time (AGENT): 164357 ms
Total Talk Time (CUSTOMER): 81782 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/46f30507-1bc9-4736-96c8-6f5ce168b01c_20250314T13:01_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] Good morning, [PII]. This is [PII]. I'm calling from West Kendall Baptist Hospital regarding the claim.
[AGENT][POSITIVE] OK, well, I can definitely assist you with the claim. And for my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], last name initial?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Telephone number is [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It's in.
[CUSTOMER][NEUTRAL] 02255724 M like Mary, L like Larry, 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And uh may I have the date of service for the claim you want me to check on?
[CUSTOMER][NEUTRAL] 7, I'm sorry, 7 [PII].
[AGENT][NEUTRAL] I read in the total bills?
[CUSTOMER][NEUTRAL] $62,307 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the facility on the claim?
[CUSTOMER][NEUTRAL] West Ko Baptist Hospital.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] So I'msh received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 33873009.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a total of $510.84.
[AGENT][NEUTRAL] Did you need that check information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so it's check number 182.
[AGENT][NEUTRAL] 3060. And let me get that information for you. Hold on one moment.
[CUSTOMER][NEUTRAL] 3060
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was issued on [PII]?
[AGENT][NEUTRAL] And it cleared on [PII].
[AGENT][NEUTRAL] Um, it was mailed to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect, [PII], can you check on another one for me?
[AGENT][NEUTRAL] Sure. What's the next, uh, it's the same person or a different policy?
[CUSTOMER][NEUTRAL] No, it's a different person.
[AGENT][NEUTRAL] OK, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] OK, so the next one is 022557.
[CUSTOMER][NEUTRAL] 05 M like Mary, L like Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $11,147 even.
[AGENT][NEUTRAL] OK, so this 1 734, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Alright, so we received the claim on [PII]?
[AGENT][NEUTRAL] The claim number is 3422734.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider, a total of $700.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get that check number for you.
[AGENT][NEUTRAL] OK, the check number is 183-7676.
[AGENT][NEUTRAL] And it was a single check um issued on [PII]. It cleared on [PII] and it was mailed to this, it looks like the same [PII], yeah, [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much and is there a reference number for our call?
[AGENT][NEUTRAL] 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][POSITIVE] Great, sounds good. Enjoy your day.
[AGENT][POSITIVE] Thank you, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.