AccountId: 011433970860
ContactId: 85ee2165-a366-4d2b-84e1-d681cf7a8e5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217020 ms
Total Talk Time (AGENT): 99951 ms
Total Talk Time (CUSTOMER): 45477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/85ee2165-a366-4d2b-84e1-d681cf7a8e5b_20250610T13:11_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] So
[CUSTOMER][NEUTRAL] Good morning. I wanna find out if you have received a claim on a patient please.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, well I'll be more than happy to check and see if the claim's on file. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 214-611-9
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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 total bills?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 385.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I believe this is all the same. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the name of the provider's office that you're calling from?
[CUSTOMER][NEUTRAL] The winning small.
[AGENT][NEUTRAL] 385 385. OK, this is it.
[AGENT][NEUTRAL] I just want to make sure the amounts matched. OK, so yes, we have a claim on file. Uh, we received it on [PII]. And did you need the claim number? We, it's already processed. You want the status?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome, sure.
[AGENT][NEUTRAL] OK. Um, so we received it on the [PII] this year.
[AGENT][NEUTRAL] The claim number is 361.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 0495.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider um $274.50.
[CUSTOMER][POSITIVE] Very good thank you so much is that coming by way of check or EFT?
[AGENT][NEUTRAL] This is a single check. Um, did you need the check number or anything I can get it for you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] That'd be good, yeah.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it's check number 204.
[AGENT][NEUTRAL] 873 7
[AGENT][NEUTRAL] And just since we're on the line, I just want to confirm, we sent it to [PII].
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] OK, so you should be receiving that shortly.
[CUSTOMER][POSITIVE] Awesome what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you [PII], you have a great day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.