AccountId: 011433970860
ContactId: 93057a4e-a078-431e-972d-6b5f29f00003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306779 ms
Total Talk Time (AGENT): 106760 ms
Total Talk Time (CUSTOMER): 122056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/93057a4e-a078-431e-972d-6b5f29f00003_20250318T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check claim status.
[AGENT][POSITIVE] OK, [PII], well, I'll be more than happy to help you with the claim status, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, that is 01678802 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, member's name is [PII]. Date of birth is [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 you'd like me to check on and the total bill?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Total we charge amount is $40,6464.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] So we received this claim, um, or we received this 3 times. Did you want the original?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so it looks like we received the claim the claim originally on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] The claim number is 352.
[AGENT][NEUTRAL] 0689.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], we paid out on this claim?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] A total of $1330.31.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What was the mode of payment?
[AGENT][NEUTRAL] Did you need check information?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What was the mode of payment? Mode of payment.
[AGENT][NEUTRAL] I can't hear you, sir. Can you repeat that, please? You sound really far away.
[CUSTOMER][NEUTRAL] Sure, that is why I'm just asking you what is the mode of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, it was a paper check that was mailed a single check. Did you need that checking information?
[CUSTOMER][NEUTRAL] Yes, please. And before that, is there any patient responsibility?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility here.
[CUSTOMER][NEUTRAL] OK, that's all right. Uh, check number.
[AGENT][NEUTRAL] Check number is 2009708.
[CUSTOMER][NEUTRAL] OK. And could you just spell your name for me, please?
[AGENT][NEUTRAL] Sure, my name is [PII] my [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, and, and uh could you just do one thing? Could you send a copy of UBYF X?
[AGENT][NEUTRAL] What's a good fax number for you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, fax number is [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, do one thing, uh, just send the fax in attention to, uh, J, J A Y.
[AGENT][NEUTRAL] The fax number was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Alright, and I'll go ahead and fax this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all right for that. And what is gonna be call number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much and uh for your assistance with, with this claim. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, no, that's all. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] OK