AccountId: 011433970860
ContactId: 5c3d131c-32d7-49a6-b961-fe3f0c0420c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306920 ms
Total Talk Time (AGENT): 122056 ms
Total Talk Time (CUSTOMER): 117572 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5c3d131c-32d7-49a6-b961-fe3f0c0420c1_20250127T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office. How are you doing today?
[AGENT][NEUTRAL] I'm fine. And did you say that your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Hi, [PII].
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] How can I help you today? I'm good, thank you.
[CUSTOMER][NEUTRAL] I'm looking for claim status.
[AGENT][NEUTRAL] OK, [PII], yes, I can help you with claim status, and what is your callback number?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with the extension [PII].
[AGENT][NEUTRAL] What is your extension number again?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, [PII], I was not able to understand what you said. What is the extension number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And how many claims, [PII], do you have to schedule uh to check status on today?
[CUSTOMER][NEUTRAL] I only have one claim.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The member's policy number is
[CUSTOMER][NEUTRAL] 01734133 M as in Mary, L as in Lima.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], will you spell your first name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for him, please.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] and the bill amount is $124 even.
[AGENT][NEUTRAL] And did we have a, we do not have a very good connection [PII], did you say 57?
[CUSTOMER][NEUTRAL] No, it's, uh, the date of service will be [PII].
[AGENT][NEUTRAL] OK, and you said the total bill amount is 124?
[CUSTOMER][NEUTRAL] And the bill amount.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh this claim, I do have a specific question.
[AGENT][NEUTRAL] So you already have the claim number?
[CUSTOMER][POSITIVE] Yeah, I do have it.
[AGENT][NEUTRAL] OK, so how can I help you?
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Yeah, we have been requesting the UOB on the claim for a 2nd time, but we did not receive the UB. Could you please check with the fax number you have?
[AGENT][NEUTRAL] OK, so are you able to, do you have access to the Internet because we have a portal, Alina, that it may be easier for you to just print it from there since you have requested it and not received it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] I'm sorry for that.
[CUSTOMER][NEUTRAL] Uh, I do not have the access to the portal. Is it the self registering portal or we do require the, uh, you know, access for that?
[AGENT][NEUTRAL] You would add in you would just set up it's a self registration?
[AGENT][NEUTRAL] And you would set up your own username.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the website?
[AGENT][POSITIVE] The website is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. AM Public.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[CUSTOMER][POSITIVE] Thank you so much for that. Can you please help me uh with the call reference for this?
[AGENT][NEUTRAL] Uh yes ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much for your information, [PII]. Have a great day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEGATIVE] There's nothing thank you so much for asking.
[AGENT][POSITIVE] OK well then thank you again for calling APL and I hope you have a nice day as well [PII].
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] Uh-huh. Bye-bye.