AccountId: 011433970860
ContactId: a07f61c1-6b5a-4037-aa50-f154373c2970
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509119 ms
Total Talk Time (AGENT): 180143 ms
Total Talk Time (CUSTOMER): 143399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a07f61c1-6b5a-4037-aa50-f154373c2970_20250331T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is said [PII] from provider office.
[AGENT][NEUTRAL] Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][POSITIVE] OK, [PII], thank you. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, looking for a claim review.
[AGENT][NEUTRAL] You're needing claim status for one claim, is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yes, yes.
[AGENT][NEUTRAL] Yes, I can help you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh 02433284.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Yup, sure.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] And any information [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII]. And date of birth is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Total date of service is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] $48 and date of service is [PII].
[AGENT][NEUTRAL] OK, so [PII] for $40. Is that correct?
[CUSTOMER][NEUTRAL] No, it's for $48.
[AGENT][NEUTRAL] 448.
[CUSTOMER][NEUTRAL] No, it's 48.
[AGENT][NEUTRAL] 48, 480. Is that correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's 48 $48.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] One more time for the billed amount, I'm having trouble understanding you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is there [PII] or anyone else?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] I'm talking to [PII] or anyone else.
[AGENT][NEUTRAL] This is still [PII], yes. And what is the billed amount one more time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's $48.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what is the name of the provider?
[AGENT][NEUTRAL] Company?
[CUSTOMER][NEUTRAL] Walker Home Medical. Walker Home Medical.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received. The received date is 3-4-20-24.
[AGENT][NEUTRAL] It was processed on 3-7-2024.
[AGENT][NEUTRAL] The claim number.
[CUSTOMER][NEUTRAL] Uh, sorry, [PII] interrupt you. I'm not getting your voice properly. Can you repeat all the information for me, receiving data and processing date?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, the received date is [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Process date is [PII].
[AGENT][NEUTRAL] The claim number is 357.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 2721. Again, the claim number is 3572721.
[AGENT][NEUTRAL] There was a
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Benefit paid in the amount of 3996 cents.
[CUSTOMER][NEGATIVE] Sorry to interrupt you again. It's not audible properly.
[AGENT][NEUTRAL] And that was paid on.
[AGENT][NEUTRAL] OK, I'm sorry, there's a lot of background noise where you're located and I'm not able to hear you very well either.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] Yeah. Can you repeat the paid information for me?
[AGENT][NEUTRAL] Benefit paid 39.56.
[AGENT][NEUTRAL] On single check.
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 1632.
[CUSTOMER][NEUTRAL] Check the date.
[AGENT][NEUTRAL] The same date as the process date.
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] I'm sorry, what did you say, [PII]?
[CUSTOMER][NEUTRAL] Uh, sorry. Uh, can I, uh, check once the information? Can you give me a second, please?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Uh, thank you, [PII], for all the information. Can I get the call reference number?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date. And also, [PII], if you need a copy.
[CUSTOMER][NEUTRAL] And can you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you need a copy of this explanation of benefits, [PII], you may print that by going to our portal.
[AGENT][NEUTRAL] Which is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII]. Thank you for all the information. Have a good day. Bye for now.
[AGENT][POSITIVE] Well, you're very welcome. Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL [PII] and I hope you have a nice.
[CUSTOMER][POSITIVE] No, it's OK, ma'am. Sorry from uh my side also. Have a good day. Bye.
[AGENT][POSITIVE] Stay as well.
[AGENT][NEUTRAL] You too. Bye bye.