AccountId: 011433970860
ContactId: 87377129-234c-4adc-9a53-7ae0b539ea79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244830 ms
Total Talk Time (AGENT): 111027 ms
Total Talk Time (CUSTOMER): 77785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/87377129-234c-4adc-9a53-7ae0b539ea79_20250409T17:29_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][POSITIVE] Good
[CUSTOMER][NEUTRAL] Hey and I wanna see if you have a claim on file.
[AGENT][NEUTRAL] OK, I can check for the claim for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Mine is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02511991.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, [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 for the claim?
[CUSTOMER][NEUTRAL] We're looking at [PII]. It should be 2.
[AGENT][NEUTRAL] And the total
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One is for 51 is for 500, 1 is for 620.
[CUSTOMER][NEUTRAL] They were mailed to you on the [PII] is what I'm being told.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] All right, thank you, sir. I have [PII].
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold while I look through the claims 420. OK. Hold on one moment.
[CUSTOMER][POSITIVE] Go ahead, go ahead, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, it's only these two.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Oops
[AGENT][NEUTRAL] That's the 6:20 hold on.
[AGENT][NEUTRAL] 556.
[AGENT][NEUTRAL] 500
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, I'm here. I was drinking water.
[AGENT][POSITIVE] Alright, thanks so much. Oh, it's OK, thanks so much for holding. I apologize for that wait. So, um, we received both claims on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you got them so they're being processed.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No, they're finished. Um, so the one for the $500 that claim number is 358.
[AGENT][NEUTRAL] 663 5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The one for 620 is 358.
[AGENT][NEUTRAL] 6556
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They were both processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The one for
[AGENT][NEUTRAL] The $620 total bill, we paid $598.55.
[CUSTOMER][NEUTRAL] And that was sent to who?
[AGENT][NEUTRAL] Uh, let me see, Midtown Diagnostic Center.
[CUSTOMER][NEUTRAL] In town, OK, they owe it back to her then, OK, and the 500?
[AGENT][NEUTRAL] And let me see what the 500 did. Hold on one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The 500 was, hold on, I went to the same one. Sorry, hold on one moment.
[CUSTOMER][POSITIVE] Go ahead, take your time.
[AGENT][NEUTRAL] OK, the one for $500 we paid $424.87.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that also went to the provider.
[CUSTOMER][NEUTRAL] OK, so, but she's already put money up front, so they need to give her that money back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that'll do it thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.