AccountId: 011433970860
ContactId: 63889469-f599-4666-b35d-c31cdb7eecaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212029 ms
Total Talk Time (AGENT): 74128 ms
Total Talk Time (CUSTOMER): 61640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/63889469-f599-4666-b35d-c31cdb7eecaa_20250212T14:14_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] Yes, good morning, [PII]. This is [PII] calling from Sinai Medical Center. I need to get the status of the claim, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status [PII], and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01826185.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] at [PII].
[AGENT][NEUTRAL] One minute.
[AGENT][NEUTRAL] Alright, and thank you so much for verifying his information 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 you like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] 16,570 with 39 cents after primary paid, 1,269 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 35595006.
[CUSTOMER][NEUTRAL] 9506, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was paid out to the provider.
[AGENT][NEUTRAL] A total of $1,269.
[CUSTOMER][NEUTRAL] So the whole entire check, um.
[CUSTOMER][NEUTRAL] And that was when?
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] When it was paid?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] On the [PII], OK.
[AGENT][NEUTRAL] And it was a single check. I do have the check number. Would you like the check number?
[CUSTOMER][NEUTRAL] Yes, just give me a moment.
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 202
[AGENT][NEUTRAL] 6075.
[CUSTOMER][NEUTRAL] That was a single payment, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. My name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much that was all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL Genesis. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you, bye bye.