AccountId: 011433970860
ContactId: 4e89e3c2-258b-4df3-bc5e-d2b192ae551b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359720 ms
Total Talk Time (AGENT): 107985 ms
Total Talk Time (CUSTOMER): 84911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4e89e3c2-258b-4df3-bc5e-d2b192ae551b_20250108T20:24_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, I know. My name is [PII]. Last initial is [PII]. Calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, [PII]. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, just one claim.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII]. It's a direct line.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number is 02472798.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The member's name is [PII].
[CUSTOMER][NEUTRAL] 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 for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII] and the bill amount is $313.63.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold while I locate your claim?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. And can you verify the name of the provider's office that will be on the claim?
[CUSTOMER][NEUTRAL] Sure. It is going to be South East Medical Group.
[AGENT][NEUTRAL] Thank you for that. I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 344.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 3986.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a total of $100.
[AGENT][NEUTRAL] Did you need that checking information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's check number 1849549.
[AGENT][NEUTRAL] The check, it was a single check.
[AGENT][NEUTRAL] Issued on [PII].
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And could you please fax the COB?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] The fax number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, so I'm sending this over to you now, [PII], and was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the car reference number?
[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], my first name is [PII]
[CUSTOMER][POSITIVE] OK, and then thank you so much and you have a great rest of your day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL and [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.