AccountId: 011433970860
ContactId: e06c2470-efb5-42e6-acd2-d232ef68c2d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271410 ms
Total Talk Time (AGENT): 121450 ms
Total Talk Time (CUSTOMER): 132179 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e06c2470-efb5-42e6-acd2-d232ef68c2d2_20250606T14:59_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] Hi [PII], this is [PII]. I'm calling from a provider's office, and I have, um, claim statuss I need please. I have 3 claims.
[AGENT][NEUTRAL] OK, I'll be
[AGENT][POSITIVE] OK, I'll be more than happy to help you with your claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And are all three claims for the same member or they're different members?
[CUSTOMER][NEUTRAL] Same number.
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy is I have 971-024.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 dates of service and the total bill for the claims?
[CUSTOMER][NEUTRAL] [PII] and it's for $489.22.
[AGENT][NEUTRAL] OK, did you want to give the other two as well?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Sure, let me go in and get them. It is the next one is 2:16.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Alright, OK, [PII] 2 16 2024, hold on, let me look because I gotta give you the amount.
[AGENT][POSITIVE] Mhm. Take your time, you're fine.
[CUSTOMER][NEUTRAL] Um, thank you, it's 216-2024 and it's for 293 44.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 9344.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and then the last one is 63-2024 and it's for 44 $12.57.
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 68 right so see if I have anything else.
[AGENT][NEUTRAL] Alright, so I have [PII] $489.22 [PII] $293.44 and then [PII] $412.57.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold while I search for the claims for you?
[CUSTOMER][POSITIVE] No go ahead thank you so much.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[AGENT][NEUTRAL] This is the policy so I can check it again, but it looks like we don't have any of them on file.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 0202, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thanks so much for holding. So looking, so I'll check to see if there are any other policies, but there's just this one, but we don't have any claims on file for either of the, any of those dates of service.
[CUSTOMER][NEUTRAL] OK, um, let me verify the address. Oh my [PII], hold on, let me verify it's I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct. Um, we also have a fax number and a payer ID if you need it.
[CUSTOMER][NEUTRAL] The payer ID is 60801, right?
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] And the fax I have is [PII].
[AGENT][POSITIVE] Yes, all of that's correct.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK perfect yeah because I had called previously and they gave me that information. OK, I'm going to resend um all three claims with um the primary EOB so that way to process and see whatever you know.
[AGENT][NEUTRAL] The answer is.
[CUSTOMER][NEUTRAL] Yeah, can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a wonderful weekend.
[AGENT][POSITIVE] You're welcome. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, no, thank you, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.