AccountId: 011433970860
ContactId: ab08ae6d-ba46-46e3-ad0d-bf497f10e32f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258170 ms
Total Talk Time (AGENT): 83102 ms
Total Talk Time (CUSTOMER): 76236 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/ab08ae6d-ba46-46e3-ad0d-bf497f10e32f_20250423T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Aspire Stanley Hospital to check on a claim.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It is. It is [PII].
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, yeah, so there are.
[CUSTOMER][NEUTRAL] It is 01009699.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, it is uh [PII] and the date of birth [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 and the total bills for the claim?
[CUSTOMER][NEUTRAL] Um, yeah, actually, it is, uh, [PII] and it is for uh $299 even. Regarding this claim, actually, we already, uh,
[CUSTOMER][NEUTRAL] Requested copy of an UB but we did not received yet so that is the reason I was contacted.
[AGENT][NEUTRAL] OK, did you need the original um explanation of benefits or the the second process claim?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Hold on one moment. Let me double check these claims.
[AGENT][NEUTRAL] You said it was for $299?
[CUSTOMER][NEUTRAL] Yeah. Actually, it was uh requested.
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 330 hold on one moment.
[AGENT][NEUTRAL] OK, so that was claim number 3,454,330. Um, I can resend the copy over to you if you'd like.
[CUSTOMER][NEUTRAL] OK. You can use that, uh.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, you can use that same fax number.
[AGENT][NEUTRAL] Um, that this is from a previous call. Can you give your fax number, please?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] What information you're asking?
[AGENT][NEUTRAL] I'm asking for the fax number that you would like the fax sent to.
[CUSTOMER][NEUTRAL] OK. OK. It is [PII].
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm sending this to you now.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And ma'am, I just need a call reference for our call.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you and you have a great day. Bye.
[AGENT][POSITIVE] Thank you, [PII]. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.