AccountId: 011433970860
ContactId: 87a43867-104f-4437-aaa8-8d114c07d3d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175429 ms
Total Talk Time (AGENT): 85953 ms
Total Talk Time (CUSTOMER): 44741 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/2025/04/11/87a43867-104f-4437-aaa8-8d114c07d3d5_20250411T17:34_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] Um, I need to check on the status of a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 1,366,370.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[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 for the claim?
[CUSTOMER][NEUTRAL] The information
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Uh, 165.
[AGENT][NEUTRAL] 65.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[AGENT][NEUTRAL] Or actually this is just a provider. All right, thank you. And I'm showing that we received the claim on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Claim number is 358.
[AGENT][NEUTRAL] 476 9.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider $92.
[AGENT][NEUTRAL] Did you need that check information?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what is today the [PII]?
[AGENT][NEUTRAL] Mhm. No, [PII].
[CUSTOMER][NEUTRAL] Yeah, might as well.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] Um, so that's check number 203.
[AGENT][NEUTRAL] 684 9.
[AGENT][NEUTRAL] It's a single check.
[AGENT][NEUTRAL] Issued on [PII].
[AGENT][NEUTRAL] We mailed it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be receiving that shortly. It's coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and what was your name again?
[AGENT][NEUTRAL] My name is [PII]. The [PII] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it
[AGENT][POSITIVE] Alright, thanks for calling APR. Have a great weekend. You're welcome.
[CUSTOMER][POSITIVE] Thank you though.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.