AccountId: 011433970860
ContactId: cba53175-bd98-4646-88d1-ac3da16ee0f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126400 ms
Total Talk Time (AGENT): 40611 ms
Total Talk Time (CUSTOMER): 55336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cba53175-bd98-4646-88d1-ac3da16ee0f0_20250129T19:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office. Before proceeding, I would like to share this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you so much. Member ID would be 02462866. [PII].
[AGENT][NEUTRAL] OK, hold on one moment. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It would be [PII].
[AGENT][NEUTRAL] Thank you for that. Hold on one moment while I pull the policy.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My, my you, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I assist you today?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Sure. [PII], with total charge $350 even.
[CUSTOMER][NEUTRAL] And we submitted in primary you'll be on [PII] via fax.
[AGENT][NEUTRAL] So [PII], the total bill was $350.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Vital MD group only.
[AGENT][NEUTRAL] What is your tax ID?