AccountId: 011433970860
ContactId: 6abf3103-638b-4396-9f4b-10a621ddef07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330829 ms
Total Talk Time (AGENT): 130884 ms
Total Talk Time (CUSTOMER): 107630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6abf3103-638b-4396-9f4b-10a621ddef07_20250326T13:01_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] Yeah, they said [PII]. I'm, I'm looking for a claimed view.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. May I know your name, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. I didn't understand your name. May, can you repeat it for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Today, I have only one claim for review.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02433284.
[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] The patient name is [PII] and 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. May I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount. Give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] $48.
[AGENT][NEUTRAL] $48? OK. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, it's Walker Home Medical.
[AGENT][NEUTRAL] Alright, so I'm showing that the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 356.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8682.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $39.56.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes. Uh, may I know the pla uh plan patient has?
[CUSTOMER][NEUTRAL] Plan name?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It's a Medlink.
[CUSTOMER][NEUTRAL] Uh, may I know
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, I just want to ask that the patient has a supplement plan. May I know the name of the plan? Is this ABG what?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] The the name of the plan is what I'm giving you. It's Medlik, M E D like dog, [PII], that's the name of the plan, and this is their supplemental gap insurance.
[CUSTOMER][NEUTRAL] OK. It's already paid by you on this. Uh
[CUSTOMER][NEUTRAL] Can you share with me the UOB?
[AGENT][NEUTRAL] Yes, did you need that faxed to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and I and um would you like me to put attention, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Would you like me to put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you make me understand what are you saying?
[AGENT][NEUTRAL] The faxes, faxes are sent to an attention to someone. Would you like me to put your name, attention to [PII]?
[CUSTOMER][NEUTRAL] No, no, uh, you just fax, uh, with Walker Home Medical provider name.
[AGENT][POSITIVE] OK, it's OK. I'll fax it to you. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, thank you. Can you give me the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. And again, that's [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day. Bye for now. Uh, when I get the email?
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling AP.
[CUSTOMER][NEUTRAL] Approximately when I get the EOP?
[AGENT][POSITIVE] Um, we usually say to get faxes at least an hour. If you don't receive it by end of day today, you can definitely give us a call back and we'll be more than happy to resend it for you.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, no, thank you. Have a good day.
[AGENT][NEUTRAL] You also bye bye.
[CUSTOMER][NEUTRAL] Right.