AccountId: 011433970860
ContactId: 6c1622ab-a2c0-44b9-8f45-30f07918ed89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221639 ms
Total Talk Time (AGENT): 101481 ms
Total Talk Time (CUSTOMER): 49970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6c1622ab-a2c0-44b9-8f45-30f07918ed89_20250210T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I would like to check my claim status, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure, it's [PII] and phone number is [PII], no extension.
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02137707
[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] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that 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] for $1,239.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just located the claim. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing that it was received on [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] My claim number is 3,541,060.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was um paid out to the provider.
[AGENT][NEUTRAL] A total of $392.97.
[CUSTOMER][NEUTRAL] OK, did it come by check or EFT or?
[AGENT][NEUTRAL] Um, this is a check, a single check. Let me get that information. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the check um number is 201.
[AGENT][NEUTRAL] 858 88.
[AGENT][NEUTRAL] It was issued on [PII], but I'm showing it's still outstanding. Um, so I can send this over to [PII] and have her check on the check and then um we can reissue it if need be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you know what address it went to?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][POSITIVE] Yeah, that's right. OK.
[AGENT][NEUTRAL] Um, so we usually say to give it, um, at least a week for us to um check on everything and then get back with you. If it was in fact cleared and it's just not showing correctly in our system, we can provide a copy of the clear check. Um, if not, then we would just reissue it to you all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. That's what I needed.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, [PII]. Have a good day.
[AGENT][POSITIVE] Thank you. Bye bye.