AccountId: 011433970860
ContactId: 49fdd7d9-facd-4ea0-a72d-60382d886a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 818140 ms
Total Talk Time (AGENT): 169296 ms
Total Talk Time (CUSTOMER): 377959 ms
Interruptions: 10
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/49fdd7d9-facd-4ea0-a72d-60382d886a01_20250519T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], and my last name initial is [PII]. OK, I'm looking for general claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have.
[CUSTOMER][NEUTRAL] And uh it's uh 0245.
[CUSTOMER][NEUTRAL] 8027.
[CUSTOMER][NEUTRAL] M. Mary L. Lima 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Give me a moment for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] The, the date of service is on [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] And uh the.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's for [PII].
[AGENT][NEUTRAL] OK, and then that bill amount please.
[CUSTOMER][NEUTRAL] Yeah, it's uh 1692 which is 1692.
[CUSTOMER][NEUTRAL] 991409.
[AGENT][NEUTRAL] OK all right thank you one moment please.
[CUSTOMER][NEUTRAL] Yes, take it down.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. 99,899,110 1009.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII], do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. Give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me one quick moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. And the tax ID is 262.
[CUSTOMER][NEUTRAL] 804
[CUSTOMER][NEUTRAL] 804
[AGENT][NEUTRAL] OK, thank you for that so I do have one claim from that provider for this state of service give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was the remaining balance after major medical paid was that $234 even?
[CUSTOMER][NEUTRAL] Give me a minute let me check for that. Yes, it's 234 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] 234. OK, awesome so I did find that give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did pay uh that benefit amount of uh $234.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can you please help me with the payment details for that?
[AGENT][NEUTRAL] Do you need that claim number?
[AGENT][NEUTRAL] Of course. Did you need that claim number first? Yes, that is 3454063.
[CUSTOMER][NEUTRAL] Yes, please help me with the claim number.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I've got that uh check number as well.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][POSITIVE] Yes, ma'am, help me with that.
[AGENT][NEUTRAL] Tech number is 1,851,530.
[CUSTOMER][NEUTRAL] OK. Can you please help me with the uh check issue date and the clear date, please?
[AGENT][NEUTRAL] Absolutely this check was issued [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it did clear on [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Thank you, ma'am. Uh, can you please let me know whether it's bulk or single check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] And uh now can you please help me with the allowed amount paid amount, and is there any question that's possible for this?
[AGENT][NEUTRAL] So we received the bill amount for uh $234 and we paid that full benefit amount.
[CUSTOMER][NEUTRAL] Sorry, you have paid the whole amount, right? 23234?
[AGENT][NEUTRAL] Yes, $234 even.
[CUSTOMER][NEUTRAL] Thank you. And uh now can you please help me with the uh claim received and issued date, please?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] So this claim was received uh [PII] and it processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, ma'am. Give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm almost there. Give me a moment and uh can you please verify with the pay to address for this?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, yes, one moment, let me get back there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The address was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You can give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, thank you and uh give me a moment, let me check. Is there anything else for this?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, and pay and processed and uh claim number check number you should clear the single check verify the pay was correct and uh I guess that's it. And uh confirm me with the claim number. Uh it's 3454363, right?
[AGENT][NEUTRAL] Uh, no, it is 3454063.
[CUSTOMER][NEUTRAL] OK, 063. Thank you. And check number is 1,851,530, right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] It should and cleared a single check of 234.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm done with this. Uh.
[CUSTOMER][NEUTRAL] And uh can you please fax the OB to us?
[AGENT][NEUTRAL] Of course, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, ma'am. And the fax number is, OK, and the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, exactly, and uh to the attention to my name, it's [PII] and my last name initial is [PII], spelled as [PII] Thank you, ma'am. Sorry forgot you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. Alright, I will send that now. You should get it within about 10 minutes or so. And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, I'm done with this. Can you please help me with uh a few more claims I have? Yeah.
[AGENT][NEUTRAL] Are they for the same member [PII] or are these for different members?
[CUSTOMER][NEUTRAL] Uh, it's for the different member.
[AGENT][NEUTRAL] OK, one moment and I will let you know when I'm ready for that next uh information. I'm gonna go ahead and get this sent to you first.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I appreciate your patience, [PII]. You could go ahead and give me that next, uh, policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm ready. And uh give me a moment. The next policy number is 899.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0544398
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers, [PII], you maybe you have this member's, uh, social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, give me a moment. Let me check for this first if I have to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please give me one quick moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And just give me one quick moment. I'm almost there. I'm sorry for that.
[AGENT][NEUTRAL] No, you're fine. Sure. That's all right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have the social for that. Can we look with the member's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], am I audible?
[CUSTOMER][NEUTRAL] Hello, [PII]. Am I audible?
[CUSTOMER][NEUTRAL] [PII]