AccountId: 011433970860
ContactId: ca7ef0b5-824d-447d-a808-d853f584ca9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257380 ms
Total Talk Time (AGENT): 92385 ms
Total Talk Time (CUSTOMER): 56670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ca7ef0b5-824d-447d-a808-d853f584ca9c_20250226T19:04_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, my name is [PII]. I'm calling on the payment status.
[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] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Oh, that's OK. And thank you for that. May I have the member's um policy number?
[CUSTOMER][NEUTRAL] 01877139 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [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 um date of service for the claim?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Bill amount is $678 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what was the total, I'm sorry?
[CUSTOMER][NEUTRAL] 678.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Emergency Medicine Services of Florida.
[AGENT][NEUTRAL] Alright, so I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 7042.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider $309.37.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Claim hospital check or EFT.
[AGENT][NEUTRAL] It was a single check in the amount of 30937. Did you need that check information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's check number 2029415.
[AGENT][NEUTRAL] And it was just issued on [PII].
[CUSTOMER][NEUTRAL] Can you verify the check mailing address?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And the claim number was 3567042, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Can you provide me the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] The name spelled as [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah