AccountId: 011433970860
ContactId: c03e3de7-811c-42c4-b05e-f9555973e52f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221320 ms
Total Talk Time (AGENT): 109927 ms
Total Talk Time (CUSTOMER): 132860 ms
Interruptions: 7
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/c03e3de7-811c-42c4-b05e-f9555973e52f_20250421T19:59_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, hi, my name is [PII] calling from [PII]'s office to check on a bill she.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And it's a direct line and the policy number is uh.
[CUSTOMER][NEUTRAL] 15730001.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bills for the claim?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, the date of service is on number [PII] and for the total charge amount of $114 even.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I look at the claim.
[CUSTOMER][NEUTRAL] And again just for the call, all the information provided is a verification of benefits, not a guarantees payment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's Express Wellness urgent care.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] My claim number is 354.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 936 5.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And hold on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On [PII], we paid out on the claim to the provider a total of $50.
[CUSTOMER][NEUTRAL] On [PII] we paid out a claim to the provider a total of $50.
[AGENT][NEUTRAL] That was the benefit max for that day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] All right. And the check was clear, right?
[AGENT][NEUTRAL] Um, let me check on the check. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's check number 2021922 and I'm checking on that now.
[CUSTOMER][NEUTRAL] That's check number 202192 and I'm checking on that now.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it um it was issued on [PII]. It's still showing as outstanding. So if you'd like, since it's been over 30 days, I can send a request to have this check checked on, and if it has in fact been cleared, we can provide a copy of the cleared check. If not, we can um request for it to be voided and reissued, sir.
[CUSTOMER][NEUTRAL] So it um it was issued on [PII]. It's still showing as outstanding. So if you'd like, since it's been over 30 days, I can send a request to have it checked checked on and if it has in fact been cleared.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you reissue the check once again because it costs 30 days, right?
[AGENT][NEUTRAL] Right, as I stated, we can, I can send the request and we're gonna check on the check. If it has been cleared, we provide the clear check. If not, we'll reissue.
[CUSTOMER][NEUTRAL] Right, as I stated, I can send the request and we can check the check has cleared. Yeah, sure. Can you do that?
[AGENT][NEUTRAL] Yes, I am. Well then.
[CUSTOMER][NEUTRAL] Can you send a request? Yes, sir.
[AGENT][NEUTRAL] Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No. Can I get the reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Sure, so there's no reference number, but you can use my name in today's date. All right. And thank you so much. Thank you so much for your assistance and have a rest of day. Bye for now.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Bye bye.