AccountId: 011433970860
ContactId: 4926961e-12a9-4276-acf3-58dfa499b9e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212179 ms
Total Talk Time (AGENT): 75588 ms
Total Talk Time (CUSTOMER): 77760 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4926961e-12a9-4276-acf3-58dfa499b9e1_20250515T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro office the complaint.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, just one, and I just have a specific question about that one claim.
[AGENT][NEUTRAL] OK, so one claim in total today?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 01897865
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and the 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 may I have the date of service and the total bills or the claim number?
[CUSTOMER][NEUTRAL] Yeah, it's February 11, 2005 with a bill amount of $431 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you said you had a particular question about it.
[CUSTOMER][NEUTRAL] Yeah, actually I got the information about the paid and check number and shouldn't get it. I just need the EOB for this.
[CUSTOMER][NEUTRAL] Claim
[AGENT][NEUTRAL] OK, and what is a good fax number for you?
[CUSTOMER][NEUTRAL] We actually requested the UE.
[CUSTOMER][NEUTRAL] Yeah, we actually uh requested before but it not it sent so.
[CUSTOMER][NEUTRAL] Yeah, I've been the question one more time.
[AGENT][NEUTRAL] OK, I do show where we faxed it on [PII], we may have gotten an error. Um, is the correct fax number [PII]?
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][NEUTRAL] OK, so I'll go ahead and resend it for you, but we did send it out on the [PII]. I'm sorry you haven't received it, but I'll go ahead and resend it, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, thanks so much. May I know your name, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, uh, thanks so much [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah, uh, can I get the contact number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Yeah, thanks so much, [PII]. Uh, actually, after the call you will be sending the EOB right?
[AGENT][POSITIVE] I'm actually sending it to you now.
[CUSTOMER][POSITIVE] Yeah, uh, thanks so much for your assistance. Have a nice day.
[AGENT][NEUTRAL] You're welcome. Was there anything else I could?
[AGENT][NEUTRAL] Alright, was there anything else I
[CUSTOMER][NEUTRAL] No, no, no, nothing. That's it.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, please. Yeah, yeah, thanks so much, bye.