AccountId: 011433970860
ContactId: b642f115-d228-4c22-9a23-9d3cd262cc15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228259 ms
Total Talk Time (AGENT): 93658 ms
Total Talk Time (CUSTOMER): 48843 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b642f115-d228-4c22-9a23-9d3cd262cc15_20250401T20:31_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] Yeah, good afternoon, [PII]. My name is [PII] from the provider's office. I have a claim I need to check, please.
[AGENT][POSITIVE] OK, well, 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] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 1309118.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] Belmont would be 450 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the policy number that you provided is no longer active as of [PII]. There is an active policy, um 212-3552. I'm getting ready to look there and see if there's a claim for you. Hold on one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] And that was [PII] for $450.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 6194.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] As office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] The day you'll be please.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] 347.
[CUSTOMER][NEUTRAL] 8 to 6.
[CUSTOMER][NEUTRAL] 3355.
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][NEUTRAL] Yes, um, actually it's friends, [PII], last name initial [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] All right, so I will go ahead and send this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just a reference number for our call, please.
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you then.
[AGENT][POSITIVE] You're very welcome and thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.