AccountId: 011433970860
ContactId: d1fa8b34-28aa-4deb-8d00-79a3d13be3d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234539 ms
Total Talk Time (AGENT): 93270 ms
Total Talk Time (CUSTOMER): 43639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d1fa8b34-28aa-4deb-8d00-79a3d13be3d3_20250508T21:29_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 [PII], I was calling to check the status of the claim, please.
[AGENT][POSITIVE] OK, I can definitely help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]. That's correct.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is um 02435034.
[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] [PII] date of birth [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 date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Data services 9-13-2024.
[CUSTOMER][NEUTRAL] Total bill amount was $65.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's in Mechanicsville Medical Center.
[AGENT][NEUTRAL] Alright, I'm trying to receive the claim on [PII].
[AGENT][NEUTRAL] The claim number is 351.
[AGENT][NEUTRAL] 7475.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We processed the claim also on [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] And we made a payment of $15.26 to the provider.
[CUSTOMER][NEUTRAL] Um, um, what date was that paid?
[AGENT][NEUTRAL] [PII]. So let me get the check information for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so I'm showing.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] That didn't cross over.
[AGENT][NEUTRAL] Alright, so it's a single check, check number 2008274.
[AGENT][NEUTRAL] Check was issued on [PII].
[AGENT][NEUTRAL] We mailed it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's what I needed.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.