AccountId: 011433970860
ContactId: 7b0ee362-b78e-45c1-96c0-a4fa937d80d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342029 ms
Total Talk Time (AGENT): 113906 ms
Total Talk Time (CUSTOMER): 100360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/7b0ee362-b78e-45c1-96c0-a4fa937d80d7_20250609T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to see if the claim was received please.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] last initial [PII] callback number [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I don't know if you heard the alarm going off. I didn't know if we need to leave or not. I'm sorry, um, but I'll be more than happy to help you with the claim. May I have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I thought maybe you were working from home and your kids just set something on fire in the microwave.
[AGENT][NEUTRAL] No, I was like, wait, what in the world? Sorry.
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] No problem, yeah, that policy number is 019982220.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, 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 and the total bills?
[CUSTOMER][NEUTRAL] [PII] for $232.
[AGENT][NEUTRAL] You said 332 or 22, I'm sorry.
[CUSTOMER][NEUTRAL] 232.
[AGENT][NEUTRAL] 2:32. OK, hold on one moment.
[AGENT][NEUTRAL] Now, we do have a claim on file for [PII], but
[AGENT][NEUTRAL] Let me do this. What's the name of your provider?
[CUSTOMER][NEUTRAL] The one billing the claim is [PII].
[AGENT][NEUTRAL] I'm gonna say we don't have a claim from y'all on file. The one claim that we do have is way more than $232 and it's showing as a different provider, um, but we don't have a timely filing, so you can file still if you need to.
[CUSTOMER][NEUTRAL] OK. Was it for the Wellstar Medical Group?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] The only other one it could be either Wellstar Medical Group or Wellstar Medical College because those are the other names on the claim and it could be the professional I mean not professional facility charges.
[AGENT][NEUTRAL] What's the, um, do you have the tax ID I can confirm maybe if that will help?
[CUSTOMER][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] Alright, the tax ID we billed up under was [PII].
[AGENT][NEUTRAL] Oh, no, that's totally different. No, ma'am. I'm gonna say this one is different because it's a, yeah, it's a way bigger balance.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, let's see, we did mail this one out back [PII], um, do we need to allow more time or possibly send it back out?
[AGENT][NEUTRAL] No, I will send it back out. If, if you mailed it [PII], we definitely, I mean today is exactly a month, we definitely should have had it by now.
[CUSTOMER][NEUTRAL] Alright, uh, let me confirm the address they sent it to then looks like they mailed it to [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, I'll let him know and have them remail it then.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Just the reference number for the call today.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day and a good week.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm