AccountId: 011433970860
ContactId: 8a5755e0-137e-4b69-b917-c096a80ff379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296390 ms
Total Talk Time (AGENT): 94152 ms
Total Talk Time (CUSTOMER): 41572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8a5755e0-137e-4b69-b917-c096a80ff379_20250326T20:20_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], I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, you have one claim that you're wanting to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with that.
[AGENT][NEUTRAL] And who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] The callback number [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number for the member.
[CUSTOMER][NEUTRAL] Policy number is 02003102ML8.
[AGENT][NEUTRAL] OK, thank you one moment while information pulled please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her please?
[CUSTOMER][NEUTRAL] I'm sorry, I pressed mute by mistake. 2 1325 total charge 7,516.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And you did say that was 213 of 2025, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and again, what was the total bill amount? Maybe I misunderstood.
[CUSTOMER][NEUTRAL] The amount is 7,516.
[AGENT][NEUTRAL] 751-6, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was billed via fax on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this claim was received.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] The received date was [PII]. It was processed on [PII].
[AGENT][NEUTRAL] There was a benefit paid in the amount of $401.50.
[AGENT][NEUTRAL] And that was on single check 203-357-6.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] The claim number is 3576861.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. That's all for today.
[AGENT][POSITIVE] Well, you're certainly very welcome and one last thing, um, we do have a portal also [PII], that you can check claim status in and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. Yes ma'am, you too. Is there anything else that I can help you with first?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL have a very nice evening.