AccountId: 011433970860
ContactId: 5183b9b3-8862-4446-9c9f-62683e321aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493760 ms
Total Talk Time (AGENT): 149950 ms
Total Talk Time (CUSTOMER): 202880 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5183b9b3-8862-4446-9c9f-62683e321aac_20250624T20:27_UTC.wav
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[AGENT][POSITIVE] Thanks you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from provider office. Is this a provider line for claims?
[AGENT][POSITIVE] Yes, I can assist you with the claim status.
[CUSTOMER][NEUTRAL] OK. Uh, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. It stated in the beginning of the call.
[CUSTOMER][NEUTRAL] Uh, can you spell your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Uh yeah. This is [PII]. Last name initial is [PII]. Callback number is [PII] line.
[AGENT][NEUTRAL] OK, so could you give me that callback number again?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yeah, sure. That is [PII] line.
[AGENT][NEUTRAL] Thank you. What is the policy number of the member that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] 2433284
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth, mama?
[CUSTOMER][NEUTRAL] Member's name is [PII] and first name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Could you spell the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] Thank you. So you're calling to check the status of the claim for [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] And what is the date of service, [PII] and I'll be able to assist you.
[CUSTOMER][NEUTRAL] That is for [PII] charge amount $48.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's for May, [PII], uh sorry, [PII]. Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your procedure called?
[CUSTOMER][NEUTRAL] E. 0601.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] that's
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] We received this claim [PII]. It was processed [PII]. There was a payment of $7.91 made on this claim. Would you like the check number?
[CUSTOMER][NEUTRAL] Uh, first, I want the claim number, please.
[AGENT][NEUTRAL] 361-0085
[CUSTOMER][NEUTRAL] OK. Receive on [PII] and process on the same day, paid for $7.91 right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And may I ask for the check number, please?
[AGENT][NEUTRAL] 204852-2
[CUSTOMER][NEUTRAL] Uh, can you repeat it please?
[AGENT][NEUTRAL] 204852-2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the check date is?
[AGENT][NEUTRAL] The same date that it was processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on the same date. Uh, how can we obtain the explanation of benefits?
[AGENT][NEUTRAL] I mean you can go online to [PII] or I can send it to you by fax.
[CUSTOMER][NEUTRAL] OK. Can you fax it, please?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] 468887.
[AGENT][NEGATIVE] Your phone went out. I didn't hear anything but [PII] unfortunately.
[CUSTOMER][NEUTRAL] I'm sorry. That is [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Uh yes, that is right. Uh, when will we receive the UB?
[AGENT][NEUTRAL] I'm not sure when you will receive it. however, I'm sending it over to you now as we speak. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, I have one more thing for the same member, but for the different data, yes, for the different data service.
[AGENT][NEUTRAL] For the same member?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is uh [PII]. [PII].
[AGENT][POSITIVE] Could you give me a moment please? I'm gonna request that information from you. Could you give me one moment? Greatly appreciate it. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is wrong with my computer?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the next date of service, [PII]?
[CUSTOMER][NEUTRAL] That is [PII]. Charge amount is 200.
[AGENT][NEUTRAL] I'm not able to, I'm not understanding you. Could you give me that date of service again? I'm not, it's like your phone is going in and out.
[CUSTOMER][NEUTRAL] OK, sorry, that is 5 [PII]. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. Received the [PII], processed [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And the claim number?
[AGENT][NEUTRAL] There was a payment of $25.49.
[AGENT][NEUTRAL] Claim number is 3608115.
[AGENT][NEUTRAL] It's 3608115.
[CUSTOMER][NEUTRAL] Can you repeat once?
[CUSTOMER][NEUTRAL] OK. And uh check the number?
[AGENT][NEUTRAL] 20478007.
[CUSTOMER][NEUTRAL] OK. Check date.
[AGENT][NEUTRAL] Same date as the claim was processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh also, can you uh send it EOB as well with the uh last one?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] OK. Uh, the fax number will be the same.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And can I get
[CUSTOMER][NEUTRAL] Uh, only the call reference.
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's bill as a reference.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's [PII] in today's date. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] OK. Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] I Mona.