AccountId: 011433970860
ContactId: 93186b46-db00-445a-b3eb-36ef2c2974b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269329 ms
Total Talk Time (AGENT): 122645 ms
Total Talk Time (CUSTOMER): 62738 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/93186b46-db00-445a-b3eb-36ef2c2974b2_20250502T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the office and this call is regarding claims.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is starting with 018.
[CUSTOMER][NEUTRAL] 97865.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for verifying that. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service on [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $431 even.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], uh, what was the amount, uh, after major medical paid that was left over?
[CUSTOMER][NEUTRAL] It is $75 even.
[AGENT][NEUTRAL] You said 75?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah, it is 430.
[CUSTOMER][NEUTRAL] 835
[CUSTOMER][NEUTRAL] 090.
[AGENT][POSITIVE] OK, thank you so much for verifying that information. Uh, so we did receive this claim and we did pay that benefit for $75. Um, whenever you're ready I can give you that claim number and check information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yep, can I get that one? I'm ready.
[AGENT][NEUTRAL] Claim number? Yes, so that claim number is 3571.
[AGENT][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then this claim was received [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, I apologize. I'm so sorry. I'm, that was not the right one.
[AGENT][NEUTRAL] I'm sorry, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yes, OK, so yes, it was received, uh [PII] and it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and then I've got that check number, uh, that is 20.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 31
[AGENT][NEUTRAL] 076.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that the check was issued.
[CUSTOMER][NEUTRAL] It was a single check or bulk check?
[AGENT][NEUTRAL] Oh, it was a single track.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was issued [PII].
[AGENT][NEUTRAL] And I am showing the check did clear um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the Bays?
[AGENT][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. Can you fax this here to us?
[AGENT][NEUTRAL] Yeah, of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Um, yep, that's it for today. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Have a good day bye.
[AGENT][POSITIVE] Thank you. Bye-bye.