AccountId: 011433970860
ContactId: b1e68c74-70f0-48f3-9d51-3c5d72300f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202820 ms
Total Talk Time (AGENT): 71550 ms
Total Talk Time (CUSTOMER): 113906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b1e68c74-70f0-48f3-9d51-3c5d72300f2d_20250418T14:21_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, my name is [PII] calling from Provida's office to check on a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It is, it is [PII], it is [PII].
[CUSTOMER][NEUTRAL] But.
[AGENT][POSITIVE] Thank you for that and the member's policy number when you're ready.
[CUSTOMER][NEUTRAL] Um, yeah, so the member policy number is, uh, just give me a minute.
[CUSTOMER][NEUTRAL] OK. So it is uh 01009699.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII] and the date of birth was [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 like me to check on in the total bills?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, actually, I'm looking for a copy of the EUB through fax. I already have a claim information and uh the date of service was [PII], and it is for $229 even.
[AGENT][NEUTRAL] And you said you have the claim number as well?
[CUSTOMER][NEUTRAL] Yes, I, I have.
[AGENT][NEUTRAL] OK, and what's the claim number?
[CUSTOMER][NEUTRAL] OK, so it is uh
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] Yeah, it is 345-433-0.
[AGENT][NEUTRAL] OK, and what's a good fax number for me to send the explanation of benefits to?
[CUSTOMER][NEUTRAL] Yeah, so it is uh
[CUSTOMER][NEUTRAL] 4 sorry, it is uh [PII].
[AGENT][NEUTRAL] And that's attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] All right, well, I'll go ahead and
[CUSTOMER][NEUTRAL] And could you please uh spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was there anything else I could assist you with?
[CUSTOMER][NEUTRAL] And what's the conditions for our call?
[CUSTOMER][NEUTRAL] What is the call reference?
[AGENT][NEUTRAL] There's no
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's no call reference number. May I speak?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's no call reference number. You can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] My first name is [PII]
[CUSTOMER][NEUTRAL] OK, I don't have any questions.
[CUSTOMER][POSITIVE] OK. Thank you so much and you have a great day.
[AGENT][POSITIVE] Thank you, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No. No, thanks.
[AGENT][POSITIVE] Alright, thanks for calling APO. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 00.