AccountId: 011433970860
ContactId: b9be468a-bbc3-430a-9a88-b1925a74cc83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222910 ms
Total Talk Time (AGENT): 84316 ms
Total Talk Time (CUSTOMER): 92433 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b9be468a-bbc3-430a-9a88-b1925a74cc83_20250313T20:09_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] Hi [PII], good afternoon. I'm calling you from a provided office. I, I request a check trace, uh, like, like, well, it was on [PII]. I'm calling you for a status on this.
[AGENT][NEUTRAL] OK, for claim status and the date was December?
[CUSTOMER][NEUTRAL] No, for check rates status. The day was [PII] when I requested.
[AGENT][POSITIVE] OK, um, well, I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh-huh, um, it's the 02519143.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] 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. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] $476 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, the facility name.
[CUSTOMER][NEUTRAL] Institute for Cardiovascular disease.
[AGENT][NEUTRAL] OK, that's it. Hold on one moment.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 352.
[CUSTOMER][NEGATIVE] I have that information. What I told you is that I request a check trace because it says that the payment was sent on paper check. We haven't received the payment and I need to know if this check was clear because when I called on [PII], uh, someone told me that the check is still outstanding.
[AGENT][NEUTRAL] OK, I didn't understand any of that when you gave that date. So thank you for clarity. So you're needing to know um if the check has cleared for the for this claims check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So check number 2012352 cleared on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On [PII], could you please send me a copy of the EOB?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] All right, so I'll go ahead and send this over to you now. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all just a call reference number I think that is your name, right?
[AGENT][NEUTRAL] Yes, my name in today's date, um, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you. That's all. Have a wonderful day.
[AGENT][POSITIVE] You also [PII] and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.