AccountId: 011433970860
ContactId: 7fa71bef-8bc2-4658-b5dc-60feb0cc49e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408779 ms
Total Talk Time (AGENT): 154549 ms
Total Talk Time (CUSTOMER): 164101 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7fa71bef-8bc2-4658-b5dc-60feb0cc49e2_20250611T18:09_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] Yeah, hi, good good afternoon. Uh, my name is [PII]. I'm calling for Gittos Medical Service to check on a payment deposit details on claim and please be informed that this call is being recorded and monitored for quality and training purposes.
[CUSTOMER][NEUTRAL] And how is your day going, [PII]?
[AGENT][POSITIVE] My day is going well, thank you for asking. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, good.
[AGENT][POSITIVE] Thank you and just for my note can you spell your first name for me please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII]. It's spelled as [PII].
[AGENT][NEUTRAL] Thank you for that, and you said you're calling for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one?
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Give me just a moment. The policy number is 02273057.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify the member last name and date of birth?
[CUSTOMER][NEUTRAL] Well, the member's name is [PII], and the 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 the service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Well, the date of service is [PII] for the total charge amount of $120 1,236 dollars 80 cents.
[AGENT][NEUTRAL] $1,236.80.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and again just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate the claim for you.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh yeah, uh, the provider's name is Kitos Medical Service INC.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Thank you for that and I'm showing that we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3541252.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim?
[AGENT][NEUTRAL] To the provider?
[AGENT][NEUTRAL] A total of $1,236.80.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, this one is a check payment.
[AGENT][NEUTRAL] Yes, it was a single check. Hold on, let me get the information for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So it was a single check um in the amount of $1,236.80. Check number 201.
[AGENT][NEUTRAL] 8508.
[AGENT][NEUTRAL] The check was issued on [PII].
[AGENT][NEUTRAL] And it was mailed to [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and could you please repeat the amount, the paid amount, please?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] $1,236.80.
[CUSTOMER][NEUTRAL] All right. Uh, let me confirm the information. This one is check payment, yeah.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Sorry for the, yeah, thank, thank you, and this one is a check payment and the check number is 20185008. This one is a single payment of $1,236.80.
[CUSTOMER][NEUTRAL] And it's uh the check was mailed to [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the check was issued on [PII], right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And may I know the clear date of the check.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Yes, ma'am, that's what I'm trying to let you know. So the check is still outstanding?
[AGENT][NEUTRAL] So I can send a message over to our representative to check on the check. If it has in fact been cashed, we can or cleared, we can um provide a copy of the cleared check. If it has not cleared, we can reissue it, void this check and reissue.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, but the check is still outstanding till now, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, and may I know the call reference number please?
[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][NEUTRAL] All right, I can use your name, [PII]
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And your last initial is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] I'm sorry for the interrupt and followed by today's right.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And uh this one is check payment in a single amount and it was sent to the PO box address. It was issued on [PII] and the check is still outstanding, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright then thanks for your assisting [PII]. Have a great day. Be safe. Bye-bye.
[AGENT][POSITIVE] You also, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, that's all for today's call and have a nice day. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's