AccountId: 011433970860
ContactId: d9cdda59-2a05-4491-a836-f5da5e57d3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279109 ms
Total Talk Time (AGENT): 106258 ms
Total Talk Time (CUSTOMER): 73741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d9cdda59-2a05-4491-a836-f5da5e57d3c2_20250530T17:12_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] Um, hi, yes, my name is [PII]. I'm calling from provider's office. I wanted to check claim status for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 024.
[CUSTOMER][NEUTRAL] 43884.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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 date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the amount bill was $242.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I believe I just found it. Can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Um, Doctor [PII].
[AGENT][NEUTRAL] Here we go, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Alright, so shall we receive the claim on [PII]?
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 2880.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim.
[AGENT][NEUTRAL] A total of $187.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing it was a single check.
[AGENT][NEUTRAL] Check number 203.
[AGENT][NEUTRAL] 8442.
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have the address?
[AGENT][NEUTRAL] And it was, it was mailed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Damn, OK, cleared.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] For that's our lock box um for our company we're actually trying to um get away from you know checks going in there. I've got the what is it the I9 or W-9 whatever that form is um if we were to change that, who do I need to send that form over to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hold on one moment, let me get the fax number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it'll be um attention, [PII].
[CUSTOMER][NEUTRAL] Attention [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, fax number [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect alrighty thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] Alright have a great weekend, [PII]. bye bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks for calling APL bye bye.