AccountId: 011433970860
ContactId: 70f143aa-7cf9-4326-9b65-9b3108af045e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273890 ms
Total Talk Time (AGENT): 91704 ms
Total Talk Time (CUSTOMER): 52362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/70f143aa-7cf9-4326-9b65-9b3108af045e_20250210T19:23_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] Uh, no, I need 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?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 0265650. N as in No, L as in Larry, number 8.
[AGENT][NEUTRAL] And that was 0265650?
[CUSTOMER][NEUTRAL] No, 02465650.
[CUSTOMER][NEUTRAL] N as in No. L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] 80,010 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I locate the claim?
[CUSTOMER][NEUTRAL] Not at all, go ahead.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, what?
[AGENT][NEUTRAL] Of what? Oh, this.
[AGENT][NEUTRAL] One minute.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I do apologize for that wait. OK, so, so I figured out what happened.
[AGENT][NEUTRAL] So the insured submitted a claim for this same facility charge. Um, it was submitted [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We hadn't received your claim as a provider until [PII].
[AGENT][NEUTRAL] So there was a payment made to the insured. If there is something that is owed to you, um, it would have to be um rectified with the insured because they submitted the claim first and the claim payment was made to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you know how much it was made to the page?
[AGENT][NEUTRAL] I do, but I cannot give the claim status because it's not the provider's claim. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem. Go ahead and give me a reference number for the call, please.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date. First initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you and have a good day.
[AGENT][POSITIVE] You're welcome, [PII], you too, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.