AccountId: 011433970860
ContactId: 546015d5-10d9-42c4-b413-2b0e561ef6af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547679 ms
Total Talk Time (AGENT): 146108 ms
Total Talk Time (CUSTOMER): 132178 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/546015d5-10d9-42c4-b413-2b0e561ef6af_20250311T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII], this is [PII] calling from Pro's office. And actually I have some questions regarding to claim. Can I help with that, please?
[AGENT][NEUTRAL] OK, you are needing claim status or you already have the information, you just have additional questions.
[CUSTOMER][NEUTRAL] Yeah, actually, I haven't, um, I have some information for that claim and we actually we requested an UB for on a previous call. So actually after seeing here, we didn't receive it, so can, can you, can you send me back again UOB.
[AGENT][NEUTRAL] OK, so we also, I can help you with this. What was your name again?
[CUSTOMER][NEUTRAL] Uh my name is [PII], which is spelled as [PII], which is [PII].
[AGENT][NEUTRAL] Thank you. And so, what is the callback number for you, please?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII] follow through an extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Uh, my policy number, yeah, sure. Before move to that, I just wanted to let you know that this call is recorded for quality and training purposes. And the policy number is 023048-47 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it sounds like but it does.
[AGENT][NEUTRAL] And any information that I provide would be a verification of benefits and not a guarantee of payment cigar. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount please.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] for the total bill amount of $229 even.
[AGENT][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Uh, sure, the claim number.
[CUSTOMER][NEUTRAL] Claim number is 3549416.
[AGENT][NEUTRAL] OK, and could you spell your first name again for me please?
[AGENT][NEUTRAL] I need for you to spell your first name again for me, please.
[CUSTOMER][NEUTRAL] Oh, sure. It's [PII], [PII] [PII] [PII] [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] And when did you request this explanation of benefits to be sent?
[CUSTOMER][NEUTRAL] It was on uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh, yes, sir, and that was successfully delivered. What is the fax number? It was faxed and we have a notification on file of a successful transmission.
[AGENT][NEUTRAL] So you can print this if you did not receive that then you can log into our portal and print it with that claim number by going to [PII].
[CUSTOMER][NEUTRAL] Uh, can, can you, can you send me please once again.
[CUSTOMER][NEUTRAL] Just this one time.
[AGENT][NEUTRAL] OK, are you not to print it yourself because it was sent already and it was received by.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Organization
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] So what is the fax number that you?
[CUSTOMER][NEUTRAL] Uh, can I get the call reference number then?
[CUSTOMER][NEUTRAL] Yeah, fax number is [PII].
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEGATIVE] Yeah, your voice has been cutting out in between.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, so that's the same fax number that it was sent to before.
[AGENT][NEUTRAL] And it says that it was successfully delivered on [PII] at [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that vaccine.
[CUSTOMER][POSITIVE] OK, no problem then.
[AGENT][NEUTRAL] Are you able to print?
[CUSTOMER][NEGATIVE] Actually, I'm not able to print that. That's the reason I'm asking to send it back again because after searching so many times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, now again, because it has already been faxed and was successfully sent, I will send it one more time, but if you don't receive it this time, you would need to print it.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, sir.
[AGENT][NEUTRAL] So just a moment while I locate that information to send to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's still loading.
[CUSTOMER][NEUTRAL] 497.
[AGENT][NEUTRAL] OK, that fax has been sent again to the same fax number as before. Is there anything else that I could help you with today?
[AGENT][NEUTRAL] And again, cigar, if you do not receive it this time, you may print it from our portal at [PII].
[AGENT][NEUTRAL] But it was, it does have your name on it.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, sure. Sure, sure.
[AGENT][NEUTRAL] So yes, the fax does have a attention in your name.
[CUSTOMER][POSITIVE] And thank you.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're welcome and again, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Just a call reference number and thank you so much for asking that.
[AGENT][NEUTRAL] And.
[AGENT][POSITIVE] You're welcome and it's my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Oh thank you so so much fun.
[AGENT][POSITIVE] Uh-huh, you're very welcome. So thank you again for calling APL. Have a nice evening.
[CUSTOMER][POSITIVE] Bye-bye. Take care.
[AGENT][POSITIVE] Oh, thank you. You too. Bye-bye.