AccountId: 011433970860
ContactId: 90f753e6-7a37-4405-add5-3f4333995261
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235380 ms
Total Talk Time (AGENT): 91371 ms
Total Talk Time (CUSTOMER): 57235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/90f753e6-7a37-4405-add5-3f4333995261_20250324T13:24_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] Hello, [PII]. My name is [PII]. The last name initial is [PII]. I'm calling from the provider's office for some claims could assist on those [PII].
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status and how many claims do you have in total, [PII]?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line with no extensions.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It's uh 02500279.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sorry, could you repeat, please?
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The name is [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII]. The amount is $1,253 even.
[AGENT][NEUTRAL] Thank you. And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate the claim for you.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sure. It's uh Tennessee Urology Associates.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 8859.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider, a total of $423.19.
[CUSTOMER][NEUTRAL] How was this payment made?
[AGENT][NEUTRAL] Um, it was a single check. Hold on, let me get that information for you.
[AGENT][NEUTRAL] OK, so there's check number 203.
[AGENT][NEUTRAL] 0021.
[AGENT][NEUTRAL] And it was issued on [PII]?
[CUSTOMER][POSITIVE] OK. Got it. Thank you for this information.
[AGENT][NEUTRAL] And it was
[AGENT][NEUTRAL] You're welcome. Did you need the address or anything?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, go ahead with the address, please.
[AGENT][NEUTRAL] It was mailed to [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you for this information. And uh
[CUSTOMER][NEUTRAL] What's the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again that's [PII], first initials of my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day. Take care. Bye.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL.