AccountId: 011433970860
ContactId: 92c32438-c7f4-45ee-abb9-9a9001436397
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245880 ms
Total Talk Time (AGENT): 85874 ms
Total Talk Time (CUSTOMER): 76820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/92c32438-c7f4-45ee-abb9-9a9001436397_20250508T18:01_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] Hi [PII], I need to check the status on 2 claims.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And is it two separate members or they're the same person?
[CUSTOMER][NEUTRAL] Two separate 2 separate members.
[AGENT][NEUTRAL] OK. May I have the first member's policy number?
[CUSTOMER][NEUTRAL] 01978560ML8.
[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], 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] In [PII] for 300.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And again, just for the call, the information provided is a verification of benefits, not a guarantee of payment, and I believe I just located it.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's Karen's office [PII] is the patient, the provider.
[CUSTOMER][NEUTRAL] And it's vital MD.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And I'm showing the claim was received on [PII]?
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 2707.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2707 OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect.
[CUSTOMER][NEUTRAL] OK, that's all I need to know for that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And the next member's policy number?
[CUSTOMER][NEUTRAL] 02515731 ML 8.
[CUSTOMER][NEUTRAL] Name is [PII], [PII].
[AGENT][NEUTRAL] And the date of service and the total bills?
[CUSTOMER][NEUTRAL] 24 25 300.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what was the date of birth? I'm sorry?
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I'm showing received the claim on [PII]?
[AGENT][NEUTRAL] The claim number is 357.
[AGENT][NEUTRAL] 2147.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][POSITIVE] Perfect. OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Sure, no, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you