AccountId: 011433970860
ContactId: ace2984b-c411-4443-a994-3273da7d827b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374940 ms
Total Talk Time (AGENT): 152243 ms
Total Talk Time (CUSTOMER): 107278 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ace2984b-c411-4443-a994-3273da7d827b_20250114T17:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I just want to ask for uh claim status of one of our patients.
[AGENT][POSITIVE] OK, I'd love to help you with the claim status today. Can I get your name please and a good call back number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and my callback number is [PII].
[AGENT][POSITIVE] [PII]. Perfect, thank you so much.
[AGENT][NEUTRAL] And what is your member's policy number today?
[CUSTOMER][NEUTRAL] Uh, subscriber ID is 02520534.
[AGENT][POSITIVE] Alright, give me a minute to get that pulled on up for you.
[AGENT][NEUTRAL] All right. And could you verify for me, please, your patient's um first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And you said you're looking for claim status. Do you have the claim number you want to look at? Or is there a data service I can look at for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Only the date of service uh for [PII].
[AGENT][POSITIVE] OK perfect let me take a look at that for you.
[AGENT][NEUTRAL] Alright, I see your claim here I believe. Could you just verify for me pretty please the name of the provider on that claim?
[CUSTOMER][NEUTRAL] Um, it's Doctor [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] From Alpha Delta.
[AGENT][NEUTRAL] And I see that we received your claim on [PII]. It looks like we processed the claim on [PII], and that this claim did have benefits payable. It looks like the benefit amount was $141.20. It would have been sent out as a single check.
[AGENT][NEUTRAL] Oh, and I'm so sorry, your claim number, I didn't even give that to you. Your claim number is 3546651.
[CUSTOMER][NEUTRAL] Mm OK
[CUSTOMER][NEUTRAL] 3546651
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Mhm. And then I have the uh check number is 202-0664.
[AGENT][NEUTRAL] It looks like that was sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Perfect. I do have that it was cut on the [PII], so it would have been put in the mail on the [PII].
[CUSTOMER][NEUTRAL] OK, um, may I request for a copy of that of the UB for this one?
[AGENT][POSITIVE] Yeah, I'd love to help you with that today.
[AGENT][NEUTRAL] Let me pull it up for you.
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][NEUTRAL] And then do you want me to make that attention to yourself today?
[CUSTOMER][NEUTRAL] Uh, sure, um, you're going to send it through, uh, fax number or?
[AGENT][NEUTRAL] Would you mind
[CUSTOMER][NEUTRAL] Email
[AGENT][POSITIVE] Yes, I can fax it for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me one second.
[AGENT][NEUTRAL] And then um for my notes or I guess for my notes and then for the facts, would you be able to spell your name for me, pretty please?
[CUSTOMER][NEUTRAL] Oh, it's um [PII].
[AGENT][POSITIVE] Perfect thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I have it going to [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, correct, thank you so much. um, may I also know the spelling of your name so.
[AGENT][POSITIVE] Yes, absolutely. It is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, Ms. [PII]. And may I have the reference code number for this?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] The reference is just gonna be my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And then I did hit send on that fax. It should come through for you anytime between 5 and 15 minutes, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Mm thank you so much. That's so great.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling APL and then was there anything else I could do to help you out today?
[CUSTOMER][POSITIVE] Um, you've already given me all the information. We'll just be waiting for the EOB. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] My pleasure thank you you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Yeah, bye bye.