AccountId: 011433970860
ContactId: 49e14c77-252f-4c35-bffa-909f5d515166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450839 ms
Total Talk Time (AGENT): 143997 ms
Total Talk Time (CUSTOMER): 117206 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/49e14c77-252f-4c35-bffa-909f5d515166_20250228T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes hi um I'm calling from a provider's office and we have a check that um we need some information on um I was wondering if I could give you the information and if you could possibly um fax over the EOB.
[AGENT][NEUTRAL] OK, so you're needing to try and obtain an explanation of benefits related to a check that was received. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. So I can go ahead and get it um posted to the correct account.
[AGENT][POSITIVE] Yes, ma'am, I can try and help you with this. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], um, what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[AGENT][NEUTRAL] For the member?
[CUSTOMER][NEUTRAL] Um, no, I don't have, um,
[AGENT][NEUTRAL] Cause I will have to be able to verify.
[CUSTOMER][NEUTRAL] Any of the
[CUSTOMER][NEUTRAL] Let me see, hold on one second, uh.
[CUSTOMER][NEUTRAL] Wait, let me see. Um, 02556132?
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment while I get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information, [PII] that I do provide would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the name is [PII], um,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see if I can find, let me see if I can pull them up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second, I'm sorry, I'm bringing up my system here.
[AGENT][NEUTRAL] OK, sure. No, you're fine. No, ma'am, you're fine.
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] OK, so date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And then what is the check number? Well, first off, there should, there should be a claim number on there as well. Do you have the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, it's 35, uh yeah, the claim number is 3564829.
[AGENT][NEUTRAL] Or data service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and what is the data service and total bill amount?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Looks like it was for $240.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and what is the check number that you received?
[CUSTOMER][NEUTRAL] 202-826-8.
[AGENT][NEUTRAL] OK. All right. Thank you. So yes, ma'am, um, and you're just needing the explanation of benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can fax this to you, but you can also print it directly from our portal.
[AGENT][NEUTRAL] By going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and it's a self registering portal and now that you have that because you have the claim number, you should be able to.
[AGENT][NEUTRAL] Print it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now I, if you want, I can, I will go ahead since we're on the call um until you can get the portal set up, I'll, I'll be happy to fax this to you if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, I'd appreciate that. Um,
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Give me a moment for it to load.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Um, you could put it to my attention.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's still loading.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And what is your fax number please [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so I have just faxed that to you so provided there's not any type of technical glitch, you should be receiving that uh very shortly.
[CUSTOMER][NEUTRAL] OK, um, and what was your name again? I missed it in the beginning. I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And is there
[AGENT][NEUTRAL] And my name and today's date would be your call reference number if you need one.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good. Alright, perfect. Alright, [PII], well, thank you so much. I appreciate all your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you, absolutely. You are very welcome. So if that is all I can help you with, [PII], thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Uh, thank you too. Bye-bye.