AccountId: 011433970860
ContactId: 713c67dc-713a-46cd-937a-ed53e1af9b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230220 ms
Total Talk Time (AGENT): 109701 ms
Total Talk Time (CUSTOMER): 79923 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/713c67dc-713a-46cd-937a-ed53e1af9b5a_20250311T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], my name is [PII]. I'm calling to follow up on claim status.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] OK, thank you and is this for your puppy [PII] or are you with the provider?
[CUSTOMER][NEUTRAL] Provide them with my urgent care by Well Street.
[AGENT][NEUTRAL] Got you, thank you. uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is 02576395.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and let's see, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh do you have the bill amount?
[CUSTOMER][NEUTRAL] Total charge amount is for $389.77.
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], we paid a benefit of $50 which was the uh that did meet their maximum uh for this state of service.
[CUSTOMER][NEUTRAL] So that's the max. What was the received date?
[AGENT][POSITIVE] Oh, let me get that for you.
[AGENT][NEUTRAL] Uh, so this claim was received [PII], and it was processed [PII].
[CUSTOMER][NEUTRAL] Right, and what's the claim number?
[AGENT][NEUTRAL] That is 3561733.
[CUSTOMER][NEUTRAL] OK, was there a check number? Was it a single check or EFT?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A single check and I do have that number when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 20.
[AGENT][NEUTRAL] 27,180.
[CUSTOMER][NEUTRAL] Is there any way you could fax me a copy of that EOB?
[AGENT][NEUTRAL] Of course, yes, ma'am. What was that fax number for you?
[CUSTOMER][NEUTRAL] Let me, it is [PII]. It'll come directly to my email.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so it's, it is the same as the callback number?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, just wanted to make sure um all right yes I can get that sent to you um did you need the check information, [PII]?
[CUSTOMER][NEUTRAL] Since you're gonna fax it to me, I'll just go ahead and get all of that. I just want to get some of the basic information and I'll just wait for the EEOB to come.
[AGENT][NEUTRAL] Of course.
[AGENT][NEGATIVE] All right, absolutely I wasn't.
[CUSTOMER][NEGATIVE] They want you to repeat it. I didn't want you to.
[AGENT][NEUTRAL] Um, oh, well, that's perfectly fine. I am showing just so that you are aware that the check did clear, uh, [PII] just so that you are aware that information wouldn't be on the EOB.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, I appreciate that check clear OK, Feb right.
[AGENT][POSITIVE] Yes, ma'am. All right. I will get that sent now. Uh, you should get it within about 1015 minutes. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's a reference number for our call.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you so much. Enjoy the rest of your week.
[AGENT][POSITIVE] You are very welcome. Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.