AccountId: 011433970860
ContactId: 7c62457c-6f46-43b8-8041-7bebd3c1cfc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238729 ms
Total Talk Time (AGENT): 96787 ms
Total Talk Time (CUSTOMER): 55705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/7c62457c-6f46-43b8-8041-7bebd3c1cfc6_20250522T17:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from a provider's office. I wanted to know the status of the claim.
[AGENT][NEUTRAL] OK, you're needing claim status on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the patient's policy number please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 02262371 M like Mary L like Lima 8.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [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 their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also the date of service and total bill amount.
[CUSTOMER][NEUTRAL] The date of service is [PII]. bill amount is 3100 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you did set the data services for [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] We do not have a claim that has yet to be processed for that data service. When did you submit this claim?
[CUSTOMER][NEUTRAL] Um, so I faxed it yesterday.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if there's what I do.
[AGENT][NEUTRAL] No, if you, let's see.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], so the claim was received but it has not yet been processed. It's in line for processing.
[CUSTOMER][NEUTRAL] OK, I understand. I just wanna make sure I got there.
[AGENT][NEUTRAL] Yes ma'am, it did. I had just had to pull up uh some documents so I could see that I there was a claim in line for review, but I couldn't see the information without looking at the claim itself and it is your claim.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK perfect thank you that's all I needed then thanks for your help.
[AGENT][NEUTRAL] Well you, well, you're welcome and then [PII], I also wanna give you our portal website that you can also use to check claim status once the claim has been processed.
[AGENT][NEUTRAL] And that website is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] No that was all thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.