AccountId: 011433970860
ContactId: 8a4597c4-3ba8-4fd2-a6d3-e39d86cc93c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336950 ms
Total Talk Time (AGENT): 132123 ms
Total Talk Time (CUSTOMER): 74479 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8a4597c4-3ba8-4fd2-a6d3-e39d86cc93c1_20250324T18:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Advanced urgent care of Pasadena to check on a claim status.
[AGENT][NEUTRAL] OK, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK [PII] and you're wanting to check one claim status, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] And that is [PII]?
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] That would be 02262644 M as in Mary, L as in Lima 8 at the end.
[AGENT][NEUTRAL] OK, thank you. OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] I'm sorry, it's taking a moment, [PII] for the load. I apologize about the delay.
[CUSTOMER][POSITIVE] That's not a problem. Thank you.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a.
[AGENT][NEUTRAL] ific ation of benefits and not a guarantee of payment, patient's name and their date of birth.
[CUSTOMER][NEUTRAL] And this is for [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] And this is for November [PII], 2024 build amount $155.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So this claim was received. It was received on 2-18-2025.
[AGENT][NEUTRAL] Um, processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3.
[AGENT][NEUTRAL] 566265.
[AGENT][POSITIVE] And there was a benefit paid in the amount.
[CUSTOMER][NEUTRAL] I, I'm sorry.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] I'm sorry, it's, yeah, yeah, it's cutting off. I'm so sorry. Can you please repeat that claim number?
[AGENT][NEUTRAL] It is 356-626-5.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there was a benefit paid, excuse me.
[AGENT][NEUTRAL] And the amount of $60.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that was paid on single check 202.
[AGENT][NEUTRAL] 8874.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright, well, um, I believe that's all the information.
[AGENT][NEUTRAL] And did I say 50 or?
[CUSTOMER][NEUTRAL] You say 60.
[AGENT][NEUTRAL] 60. I think, did I say 650? 60 is correct, but for some reason all of a sudden I thought I said 50. So yes, ma'am, 60 is correct. And then if you need a copy of this explanation of benefits, [PII], you may also print that now that you have the claim number by going to our portal at [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much. I really appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Well, you're certainly very welcome. And is there anything else?
[CUSTOMER][NEUTRAL] Is there any reference number for a call today?
[AGENT][POSITIVE] That I can help you with today?
[CUSTOMER][NEUTRAL] Will there be a reference number for our call today?
[AGENT][NEUTRAL] Uh, the reference number would be my name.
[AGENT][NEUTRAL] Mhm. My name and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much and you have a great day. I appreciate it.
[AGENT][POSITIVE] Well I, yes, and you are certainly welcome and thank you again for calling APL. I hope you have a great afternoon as well.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.