AccountId: 011433970860
ContactId: 51c795e3-d533-4c5c-bed4-3518b96dd7b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244880 ms
Total Talk Time (AGENT): 76745 ms
Total Talk Time (CUSTOMER): 93520 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/51c795e3-d533-4c5c-bed4-3518b96dd7b0_20250306T17:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling from the provider's office to check on a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. May I know your initial?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know your initial?
[AGENT][NEUTRAL] My initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 136975.
[CUSTOMER][NEUTRAL] 3 M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] member's first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] 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 and the total bills?
[CUSTOMER][NEUTRAL] Sure, the rate of service is 729-2024.
[CUSTOMER][NEUTRAL] Double the amount
[CUSTOMER][NEUTRAL] 1692.
[AGENT][NEUTRAL] So that's [PII], 2024 and the total bill is $1,692 even.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Actually, for this claim have a claim information. So I just confirm with you, OK. So this claim is uh rene as maximum benefit for the service has been reached. So one of your colleague told us to send the UOB because we don't have the UB for that, the denial. So, and check the previous, previously you guys to send the UB but we didn't receive via fax. So could you please send the UB to us again?
[AGENT][NEUTRAL] Yes, um, so you just need the explanation of benefits for this for this claim?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is that attention, [PII]?
[CUSTOMER][NEUTRAL] Put my name as your attention.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Put my name as attention.
[AGENT][NEUTRAL] Right, you said, did you say your name was [PII] at the beginning of the call?
[CUSTOMER][NEUTRAL] Yes, I just uh uh did, OK. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] What is the uh call reference number?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date, and that's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] You also and thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] May I know, um, may I know how, how many days to receive?
[AGENT][NEUTRAL] We usually say to give a fax at least an hour. If you haven't received it by end of day today, um, you can give us a call back and we'll try to send it another way for you.
[CUSTOMER][POSITIVE] OK bye bye thank you bye bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.