AccountId: 011433970860
ContactId: 574517a0-3d2a-40fb-a2a8-7b23315a362e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241919 ms
Total Talk Time (AGENT): 68975 ms
Total Talk Time (CUSTOMER): 46704 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/574517a0-3d2a-40fb-a2a8-7b23315a362e_20250218T17:28_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] My name is [PII] calling from our provider's office checking the status of a claim.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02521747
[AGENT][NEUTRAL] 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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was that [PII] or 124?
[CUSTOMER][NEUTRAL] 104.
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $277.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what is the name of your facility?
[CUSTOMER][NEUTRAL] MUSC physician.
[AGENT][NEUTRAL] The reason I'm asking is because
[AGENT][NEUTRAL] We only receive one. [PII], do you mind if I place you on just a brief hold while I look at this claim?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, um, there's no claim on file with your total bill for this data service.
[CUSTOMER][NEUTRAL] OK, the, let me see, mailing address is [PII]?
[AGENT][POSITIVE] Mhm. [PII]. Yes, that's correct.
[CUSTOMER][NEUTRAL] Oklahoma.
[CUSTOMER][NEUTRAL] Oklahoma City, [PII].
[AGENT][NEUTRAL] Yes, and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a call reference?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.