AccountId: 011433970860
ContactId: a46dfd97-e4b0-4948-a418-4635dcbebf5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167330 ms
Total Talk Time (AGENT): 72475 ms
Total Talk Time (CUSTOMER): 55604 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a46dfd97-e4b0-4948-a418-4635dcbebf5f_20250214T17:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the provider's office to check on a claim status. And before we proceed, I would like to inform you that this call is being recorded for quality and training purposes. Is that OK with you?
[AGENT][NEUTRAL] Yes, that's fine. And for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]. Initial my last name is [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]. Uh, policy number is 2419432.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] That 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 payments, and you said this is for um claim status?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] total bill amount $500 even.
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] [PII], total bill amount, $500 even.
[AGENT][NEUTRAL] Thank you and all the information again provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate that claim for you.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Diagnostic center of Miami.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on. Go ahead now, 354.
[AGENT][NEUTRAL] 245 8.
[CUSTOMER][NEUTRAL] You good?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provide me the fax number.
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] Reference number for the call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance and have a great day ahead. Bye-bye. Take care.
[AGENT][POSITIVE] Thank you [PII] you also and thanks for calling APL. Bye bye.