AccountId: 011433970860
ContactId: 50215196-2a79-4a1e-b9b8-4e70755702bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280019 ms
Total Talk Time (AGENT): 93116 ms
Total Talk Time (CUSTOMER): 72141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/50215196-2a79-4a1e-b9b8-4e70755702bc_20250516T17:38_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] I'm calling regarding a team status. And before we continue, I just wanted to inform that this call is being recorded for quality and training purposes. Can we continue?
[AGENT][NEUTRAL] Yes, that's fine. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. initials to my last name is [PII]. My callback would be [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] With an extension [PII].
[AGENT][NEUTRAL] That's not a full phone number. Do you have a
[AGENT][NEUTRAL] Another number
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 025578-885
[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] Yeah, it's uh [PII] and 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 for the claim?
[CUSTOMER][NEUTRAL] [PII] and $55 even.
[CUSTOMER][NEUTRAL] Is the.
[CUSTOMER][NEUTRAL] Build amount on the claim.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[AGENT][NEUTRAL] The total bill is $55.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that would be fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, I think this is right. 78.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. And can you verify the name of the facility that will be on the claim?
[CUSTOMER][NEUTRAL] Vital MD Groups holding LLC.
[AGENT][NEUTRAL] OK, the reason I'm asking is because we do have two claims. Well, it looks like it's the same claim for that data service, but they're in a different amount.
[AGENT][NEUTRAL] So we don't have an amount for $55.
[CUSTOMER][NEUTRAL] OK, you're saying that claim is not on file, right? I can see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] There is 1 $1,359 even and there's 1 $565 even. Am I correct?
[AGENT][NEUTRAL] Both of the claims that I have have the same, the 1359. Are you looking for that claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just want to make sure. OK, so then no the claim that you're looking for is not on file.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Um, OK, today. OK. Thank you so much, [PII]. I hope you have a nice day ahead.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great weekend.