AccountId: 011433970860
ContactId: 6b272e83-b22e-4f08-91c7-7297c36e304a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222160 ms
Total Talk Time (AGENT): 70348 ms
Total Talk Time (CUSTOMER): 80876 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/6b272e83-b22e-4f08-91c7-7297c36e304a_20250516T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from the broker's office on behalf of a member. I just wanted to confirm if you guys received a specific claim for them.
[AGENT][POSITIVE] Yeah, absolutely. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, give me 1 2nd.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, is this the benefit certificate number?
[AGENT][NEUTRAL] Yeah, it should be, it should be like 0, start with a 0102.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 30, OK.
[CUSTOMER][NEUTRAL] OK, uh, it's 02419427 M as in Mary, L as in Larry 7.
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] All right. Insured's name and then date of birth.
[CUSTOMER][NEUTRAL] This is for [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK, so most recent claim I see for her was on [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I know we provided the we gave the provider the gap info on the [PII], um, the date of service though is for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, yeah, so it looks like we did receive it looks like two different claims for that date of service. Uh, looks like the provider submitted their portion, so they've been actually paid it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have the total amount billed for this specific claim. Would you be able to, um, confirm if that's the one that they paid?
[AGENT][NEUTRAL] Yeah, what's the amount that you have?
[CUSTOMER][NEUTRAL] Uh, 2,666.
[AGENT][NEUTRAL] I wonder if it's this one.
[CUSTOMER][NEUTRAL] It's from EMBCC patient services.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No, looks like we just have one from Sterling Emergency Services and then Mount Sinai.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, [PII], um, so if I could just have a reference number for the call, I'll just let the member know that they that you guys haven't received it.
[AGENT][NEUTRAL] Yeah, abs
[AGENT][NEUTRAL] Yeah, no, no problem. Call reference is my name with my last initial and then today's date. My name is [PII], [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, is this [PII]?
[AGENT][NEUTRAL] Uh-huh, yeah, [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect alright thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye bye