AccountId: 011433970860
ContactId: 73e718a4-c9ce-4db2-8b13-0417d386ec67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331500 ms
Total Talk Time (AGENT): 132047 ms
Total Talk Time (CUSTOMER): 100609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/73e718a4-c9ce-4db2-8b13-0417d386ec67_20250520T16:59_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider's office.
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] Checking on client status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status. Is that correct?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]. Could you please spell out your name?
[AGENT][POSITIVE] Thank you and uh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], how many claims do you have to check status on? Just one?
[CUSTOMER][NEUTRAL] Yeah, this one.
[AGENT][NEUTRAL] OK. Yes, ma'am, I can help you. And what is that member's policy number?
[CUSTOMER][NEUTRAL] That's 401897865.
[AGENT][NEUTRAL] OK, [PII], thank you. One moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. The last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Mm, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Yeah, [PII] $431 saving.
[AGENT][NEUTRAL] OK, that was [PII] for $431. Is that correct?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, so this claim was received. It was received on [PII].
[AGENT][NEUTRAL] It was processed on 3.
[CUSTOMER][NEUTRAL] 228
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Processed on 35.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3571264.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $75.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was paid on single check 2031076.
[CUSTOMER][NEUTRAL] Come on,
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Could you please tell me about the check number, one second.
[AGENT][NEUTRAL] Yes, the check number again is 2031076.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The single payment, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] $75 even.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And when it was issued?
[AGENT][NEUTRAL] 2, I'm sorry, 35.
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] And could you please verify the address?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Pediatrist.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead with what the address is.
[CUSTOMER][NEUTRAL] That's [PII]. Yeah, could you please verify that one?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am. The address on the claim was for [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, [PII]. Yeah, that's it.
[CUSTOMER][POSITIVE] Mm OK OK, thank you so much. I need a Ubira fax. Could be able to send the UB for me?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Are you able to print because you can pull it up on our portal website. If you go to [PII], you should be able to pull that up with the claim number.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] OK. Thank you. And I need a call reference for today's call, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, [PII], you will actually use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you. Yeah, that's all for today. Thank you so much for assisting me. Have a great day.
[AGENT][POSITIVE] OK. Well, you're very welcome, [PII]. So if that is all I can help you with, thank you again for calling APL and I hope you have a nice day also.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Mhm bye bye.