AccountId: 011433970860
ContactId: 852ce1f9-10f1-4f5a-8059-792568258ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252240 ms
Total Talk Time (AGENT): 84690 ms
Total Talk Time (CUSTOMER): 85194 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/852ce1f9-10f1-4f5a-8059-792568258ef7_20250624T16:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII], and I would like to check claim status.
[AGENT][NEUTRAL] [PII], you're calling from a provider's office or you're calling as an insured?
[CUSTOMER][NEUTRAL] Provide their office.
[AGENT][NEUTRAL] Can I have a callback number for you?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to check the status of the claim for today, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 02.
[CUSTOMER][NEUTRAL] 450-148
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's name, it's gonna be [PII].
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service that you're calling to check the status of a claim for [PII]?
[CUSTOMER][NEUTRAL] Data service, it's [PII].
[AGENT][NEUTRAL] And what is your bill amount?
[CUSTOMER][NEUTRAL] $307307.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. [PII], there is no payment, there was no payment made on this claim because the policy does not cover office visits. Per the policy, the member's policy does not provide benefits for office visits.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the claim number?
[AGENT][NEUTRAL] 347-7581
[CUSTOMER][NEUTRAL] 347 7
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A1.
[CUSTOMER][NEUTRAL] OK, is there any way that you send us the EOB through fax?
[AGENT][NEUTRAL] Of course. What's your fax number? What's your fax number, [PII]?
[CUSTOMER][NEUTRAL] Or mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Fax number it's gonna be [PII].
[AGENT][NEUTRAL] OK, so you gave me 513.
[CUSTOMER][NEUTRAL] 572
[CUSTOMER][NEUTRAL] 1924.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sending this over for you. Would you like for me, it's 513-572.
[CUSTOMER][NEUTRAL] OK. I
[AGENT][NEUTRAL] 1924.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that, that will be all. May I get a reference number for this call, please?
[AGENT][NEUTRAL] We don't provide those. however, you can feel free to use my name in today's date as a reference.
[AGENT][NEUTRAL] It's [PII] and today's date of the reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day as well. Good bye.
[CUSTOMER][POSITIVE] Have a beautiful day.
[CUSTOMER][POSITIVE] OK. Have a good one. Bye-bye.