AccountId: 011433970860
ContactId: ccd413b3-3dd7-497e-83b4-c1926fc19535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251940 ms
Total Talk Time (AGENT): 111834 ms
Total Talk Time (CUSTOMER): 48418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ccd413b3-3dd7-497e-83b4-c1926fc19535_20250414T12:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. We received an explanation of benefits stating that um information is pending to be received for a claim, and I'm just seeing what information is needed.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK [PII], so you're calling to check claim status.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Regarding an AOB that you all received, yes ma'am that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02580467
[AGENT][NEUTRAL] OK, thank you one moment [PII] while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the data service and total bill amount fee?
[CUSTOMER][NEUTRAL] 325 of 25 for $245.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Oh, see, I'm having trouble getting my fingers on the right keys this morning.
[AGENT][NEUTRAL] Give me just one second. Uh, let's see here.
[CUSTOMER][NEUTRAL] Monday.
[AGENT][NEUTRAL] At [PII] is the data service, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I see that this claim has now been processed as of [PII] and there has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There has been a payment issued in the amount of $245.
[CUSTOMER][NEUTRAL] OK great and do you have a reference number?
[AGENT][NEUTRAL] Hours
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes ma'am, you're gonna use my name in today's date and then if in the future if you should need a copy, there will be another explanation of benefits received with this check, but we also have a portal, [PII], that you should be able to print um the EOB from as well, and that portal website is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you need the check number that this was issued on?
[CUSTOMER][NEUTRAL] In public.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, it's 203-8091.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] OK, well, you're welcome. And again, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well thank you so much for calling APO and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye-bye.