AccountId: 011433970860
ContactId: e142c7f4-2626-4b44-9c44-085991535659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160089 ms
Total Talk Time (AGENT): 72918 ms
Total Talk Time (CUSTOMER): 35979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e142c7f4-2626-4b44-9c44-085991535659_20250529T15:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to get claim status please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02261862 ML 7.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, 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 bills?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $732.90.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I just located the claims. Hold on one moment, and the total bill was $732.90.
[CUSTOMER][NEUTRAL] Yeah, after Blue Cross it was 34,350.
[AGENT][NEUTRAL] Oh, here it is. Alright, and can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Marshall Medical Center.
[AGENT][NEUTRAL] Yes, right. So I'm showing that we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 3606388.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $343.50.
[CUSTOMER][NEUTRAL] OK, is there a reminder patient responsibility or is it adjustment?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility because we're not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all I need I appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.