AccountId: 011433970860
ContactId: 7655dbfe-b24f-4a15-82f2-413c54837f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273329 ms
Total Talk Time (AGENT): 103385 ms
Total Talk Time (CUSTOMER): 65264 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/7655dbfe-b24f-4a15-82f2-413c54837f8c_20250325T19:04_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm good [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good, thank you [PII], I need to check status on a claim, please.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, you're needing to check claim status. I you're, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Patients policy number 02288208ML8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you very much. Give me just a couple of moments to get the memberse pulled up, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then the 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 their date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill?
[CUSTOMER][NEUTRAL] Data service is, uh, let me see, 12924 and the amount of $3,814.
[AGENT][NEUTRAL] And you did say 129 what's the date of service?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Thanks for calling.
[AGENT][NEUTRAL] OK, so this claim was received [PII] and processed the same date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3573611.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $65.
[AGENT][NEUTRAL] And that was on single check 2031907.
[CUSTOMER][NEUTRAL] 20319007.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 20319007.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much. And I was on 310.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes, ma'am, and if you need a copy of that explanation of benefits before the, before you receive the payment, [PII], you should be able to print that by.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Going to our portal and if you don't already have the website for our secure.
[CUSTOMER][NEGATIVE] Oh I lost her.
[AGENT][NEUTRAL] It's located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, uh, [PII].
[AGENT][NEUTRAL] Well, you are, you
[AGENT][POSITIVE] You're certainly very welcome and again, is there anything else I can help you today?
[CUSTOMER][POSITIVE] Um, no, that would be it. Thank you.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.