AccountId: 011433970860
ContactId: c7cdc6d1-812c-4b6d-b82f-1412f1c21c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197440 ms
Total Talk Time (AGENT): 87258 ms
Total Talk Time (CUSTOMER): 38121 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c7cdc6d1-812c-4b6d-b82f-1412f1c21c02_20250221T20:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, yes, ma'am. I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Baptist Surgery and Endoscopy Center.
[AGENT][NEUTRAL] OK, [PII]. Thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number.
[CUSTOMER][NEUTRAL] ID number 02144253 ML 8.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments more to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you so much
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] and date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Data service 12125 total charge 8,315.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this one was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] The claim number is 356-417-9. There was a benefit paid in the amount of $401.50.
[AGENT][NEUTRAL] And that was on single check 202-817-8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there will be a copy. Oh yes ma'am, there will be a copy of the EOB and with the check it should be, but you can also go to our portal website if you want to print the EOB for that and you can go to secured.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much you have a wonderful day.
[AGENT][POSITIVE] Well, I hope you do too, [PII], if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Um