AccountId: 011433970860
ContactId: aeff5e37-3e66-46ad-88e7-0e49994e152f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284720 ms
Total Talk Time (AGENT): 113046 ms
Total Talk Time (CUSTOMER): 106828 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/aeff5e37-3e66-46ad-88e7-0e49994e152f_20250606T13:13_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] Hey, good morning, [PII], um, this is [PII]. Can I check on a couple claims please?
[AGENT][POSITIVE] Sure, 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?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure can the right one. I have a 02442238.
[AGENT][NEUTRAL] Thank you, hold on one moment. And are the claims for the same member or there multiple members?
[CUSTOMER][NEUTRAL] Uh, I think it's same number. Let me check my list here.
[CUSTOMER][NEUTRAL] Same number, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you gonna need explanation of benefits for each claim we go over?
[CUSTOMER][NEUTRAL] Uh, yes, mhm.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][POSITIVE] That's great, sure.
[AGENT][NEUTRAL] Alright, and just to make sure I have it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. And may I have, um, or can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the dates of service and the total bill for the claims?
[CUSTOMER][NEUTRAL] Sure, I have um [PII].
[CUSTOMER][NEUTRAL] Uh, let's see, there should be one for $343.
[CUSTOMER][NEUTRAL] And another one for $112.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you can give them all to me at once if you like.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] 228 of 25 for 168, did I give you that one? I'm sorry.
[AGENT][NEUTRAL] No, no, you didn't give me that one. Just the [PII].
[CUSTOMER][NEUTRAL] No, I don't think so. OK.
[CUSTOMER][NEUTRAL] OK, so, so yeah, those 3 dates.
[AGENT][NEUTRAL] Oh, OK. Wait a minute, 3, so I only have the [PII] and the 28th.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Two for the [PII] and one for the, were both of those amounts for the [PII], the 343, and the 112?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, they were two separate claims.
[AGENT][NEUTRAL] OK, and then one for the [PII], 168.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK, hold on one second. Oh, you're fine.
[CUSTOMER][NEUTRAL] Sorry, excuse you.
[AGENT][NEUTRAL] Hold on one moment, so.
[CUSTOMER][NEUTRAL] Us.
[AGENT][NEUTRAL] It'll all be under this one.
[AGENT][NEUTRAL] So I'm not showing any claims on file for either of those dates.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] I do have the correct ID number though.
[AGENT][NEUTRAL] Yes, that is the policy number.
[CUSTOMER][NEUTRAL] OK, alright, so let's see, where should these be um mailed to?
[CUSTOMER][NEUTRAL] Yeah, because I don't
[AGENT][NEUTRAL] So you can, um, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, alright, so I can mail them there and how about can I do, can I fax them?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, very good.
[CUSTOMER][NEUTRAL] Alright, and um do you give out any reference numbers for our call or should I just use your name?
[AGENT][NEUTRAL] So there's no call reference number, but yes, you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] [PII]. Alright, appreciate your help. Thank you so very much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you take care bye bye.
[AGENT][POSITIVE] Thank you, bye bye.