AccountId: 011433970860
ContactId: 7b5bd4fe-a61a-4a90-b5cb-33c9229ffadd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173169 ms
Total Talk Time (AGENT): 76599 ms
Total Talk Time (CUSTOMER): 43272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7b5bd4fe-a61a-4a90-b5cb-33c9229ffadd_20250612T18:05_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] Hi, [PII], I need to check status on a claim, please.
[AGENT][POSITIVE] Hey, I'll be more than happy to help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, ID number is 02517406 for [PII].
[AGENT][NEUTRAL] OK, hold on one moment. It's coming up now. Thank you. And can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, date of birth is [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 total bill for the claim?
[CUSTOMER][NEUTRAL] Theater service is 47 of $25. Amount billed was $379.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yes, it's Doctor [PII] of Vital MD Group Holding.
[AGENT][NEUTRAL] Alright, here we go.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] Claim number is 361.
[AGENT][NEUTRAL] 0769.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], um, we paid out on the claim a total of $85.
[CUSTOMER][NEUTRAL] OK, do you have a check number?
[AGENT][NEUTRAL] Yes, let me get that for you. Hold on one moment.
[AGENT][NEUTRAL] So it's a single check, um, check number 204.
[AGENT][NEUTRAL] 8973.
[CUSTOMER][NEUTRAL] Mhm, single check, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was issued on [PII] and mailed to [PII]. Is that correct?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, is there a call reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a good afternoon.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.