AccountId: 011433970860
ContactId: cee7da9c-9f37-4afd-87e0-90e4544ac6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256019 ms
Total Talk Time (AGENT): 99086 ms
Total Talk Time (CUSTOMER): 65540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/cee7da9c-9f37-4afd-87e0-90e4544ac6e6_20250428T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling to check on a couple of claims please, ma'am.
[AGENT][NEUTRAL] Alright, well, I'll be more than happy to help you with your claims. And did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 318-6487200
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And if you have multiple days of service for her, you can give them all to me at once with the total bill.
[CUSTOMER][NEUTRAL] OK, OK, let me look. I think one of them's been paid on, but I wanna check. I think it's paid 178, but I don't know which 1, uh, 1125 2024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one's 11.
[CUSTOMER][NEUTRAL] 01-2024 but it's not 1125, it's 1108. I'm sorry.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] OK, so um, [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, what's the total bill for [PII]?
[CUSTOMER][NEUTRAL] [PII] was, let me look again.
[CUSTOMER][NEUTRAL] 1:45.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, this might be to hold on one second.
[AGENT][NEUTRAL] OK, that's a duplicate. Alright, so for that claim we received on [PII].
[AGENT][NEUTRAL] Claim number is 359-732.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had that one is the other claim I guess I don't have.
[AGENT][NEUTRAL] The other one, OK, hold on one moment.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] And the check was sent to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for the other one, let me see.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEGATIVE] So this claim um we received on, I'm waiting for it to go back.
[AGENT][NEUTRAL] We received on [PII], um, claim number 3533388.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $78.
[CUSTOMER][NEUTRAL] OK, the other, the first one is the one I don't have. 78 is all y'all paid on that claim. Oh, and the other one you paid 75. Alright, I appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] And not a thing.
[AGENT][POSITIVE] Alright, thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You do too.
[AGENT][POSITIVE] Thank you. Bye bye.