AccountId: 011433970860
ContactId: 9b33e127-7f57-40e3-8685-2745448d2a6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295910 ms
Total Talk Time (AGENT): 133670 ms
Total Talk Time (CUSTOMER): 76986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9b33e127-7f57-40e3-8685-2745448d2a6b_20250103T13:52_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] Hey, this is [PII] from provider office looking on claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And how many claims do you have today in total?
[CUSTOMER][NEUTRAL] Uh, I do have only one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02295674 M as Mike L as Lima 8.
[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] Sure.
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] And the 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 like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $422 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 422
[CUSTOMER][NEUTRAL] Uh, sorry, I missed your name. Could you please help me with your name?
[AGENT][NEUTRAL] Oh, sure. My name is [PII].
[AGENT][NEUTRAL] And you said [PII], right? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Florida homecare Laboratories.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to be on the safe side, let me check that one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim number is 354.
[AGENT][NEUTRAL] 331 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim.
[AGENT][NEUTRAL] $206.
[CUSTOMER][NEUTRAL] December.
[AGENT][NEUTRAL] Yes, [PII], it was processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we paid out on the claim a total of $206.70.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] Yeah, could you please help me with that?
[AGENT][NEUTRAL] Sure, so it's a single check um in the amount of 20,670, check number 201.
[AGENT][NEUTRAL] 9370.
[AGENT][NEUTRAL] It was issued on [PII]
[CUSTOMER][NEUTRAL] Sorry, can you please repeat the check number?
[AGENT][NEUTRAL] 201.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 70.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a moment, I'll verify.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] It was sent to [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please verify with the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for the information. Uh, can you send an EOB for the same?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, just
[AGENT][NEUTRAL] And that was 201905-2140?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alright, well, I'll go ahead and fax the explanation of benefits over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's for the day. Thank you so much for the information and uh.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thank
[CUSTOMER][NEUTRAL] Uh, when can I expect the UB?
[AGENT][NEUTRAL] Well, I just sent it to you, so maybe in an hour, um, definitely by end of day at the most.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day. That was really nice talking to you. Bye-bye.
[AGENT][POSITIVE] Hi, you also, and thanks for calling APL. Happy New Year.