AccountId: 011433970860
ContactId: a49c5141-3408-4011-8292-de7b5c76665c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214089 ms
Total Talk Time (AGENT): 60896 ms
Total Talk Time (CUSTOMER): 94638 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a49c5141-3408-4011-8292-de7b5c76665c_20250613T12:56_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] Hi, very good, my name is [PII] and I'm calling you from the provider's office and I'm looking for a claim status.
[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 in total today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have only one claim for one patient.
[AGENT][NEUTRAL] All right. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm. Callback number is [PII]. Direct line, there's no extension.
[AGENT][POSITIVE] Thank you. And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm. And the policy number, which is
[CUSTOMER][NEUTRAL] 1066911.
[AGENT][NEUTRAL] 1066911.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Date of birth is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm date of service, it's [PII].
[CUSTOMER][NEUTRAL] And the bill charge on the claim, which is $1,945 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so for [PII], I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] Mm, give me one moment and it was active for it of service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, this policy has been active since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, uh, let me just verify the claim mailing address we have on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] one whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[AGENT][NEUTRAL] You want me to provide it? OK, go ahead.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] No, no, I do have, I, I'll verify this with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII], [PII], [PII], and then [PII]. So this is the correct address?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, so I get one thing, go ahead and resubmit this claim again. Thank you so much, [PII], for this help and assistance. And can I get the reference number of this call?
[AGENT][NEUTRAL] Sure, so 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] OK, sounds great. Thank you so much, [PII], and have a wonderful day ahead. Bye-bye. Take care.
[AGENT][NEUTRAL] You also, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know, I'm done with all my questions to you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.