AccountId: 011433970860
ContactId: b1756f16-29b1-47dc-835d-c0cd7f81e0f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174270 ms
Total Talk Time (AGENT): 57601 ms
Total Talk Time (CUSTOMER): 52336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b1756f16-29b1-47dc-835d-c0cd7f81e0f3_20250416T16:13_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] Hi, good morning, [PII]. I just have a quick question on a claim.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim. Are you calling with the provider's office or are you the insured?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and last name, um last name initial [PII] and callback number will be [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um 025.
[CUSTOMER][NEUTRAL] 191.
[CUSTOMER][NEUTRAL] 43.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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 for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $476 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, so I'm showing the policy, the claim was received on [PII]. The claim number is 352.
[AGENT][NEUTRAL] 669 4.
[CUSTOMER][NEUTRAL] Mhm, yeah, and the claim is paid, but I would like to know about the, the check, this check has been cleared already or no?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] The check cleared on [PII].
[CUSTOMER][NEUTRAL] [PII], got it, um.
[CUSTOMER][NEUTRAL] Um, [PII], yeah, OK, yeah, that's everything I need. Um, let me have the reference number and we're done.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII]. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.