AccountId: 011433970860
ContactId: e1f7ccb2-6344-42c3-beb3-725bbb2d4860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220470 ms
Total Talk Time (AGENT): 87733 ms
Total Talk Time (CUSTOMER): 54900 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e1f7ccb2-6344-42c3-beb3-725bbb2d4860_20250220T13:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. Um, I need to check status on a claim, please.
[AGENT][NEUTRAL] OK [PII], you're needing to check claim status for one patient, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, member's ID number is, let me get it here real quick.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 02513206.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Data service is [PII] and the amount of $1,804.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So, uh, the claim was received, [PII].
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this claim was received on [PII] and processed on [PII].
[AGENT][NEUTRAL] The claim number is 356-424-0.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $20.
[CUSTOMER][POSITIVE] Perfect. And do you by any chance have a check number?
[AGENT][NEUTRAL] 2028042.
[CUSTOMER][POSITIVE] 8042. Wonderful. Thank you so much, [PII], yes.
[AGENT][NEUTRAL] Yes ma'am, and you, you're welcome. I was just gonna tell you one more thing. There's the explanation of benefits should be included with the payment. However, you can also go to our portal at [PII], and you should be able to print the explanation of benefits from there as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect. Thank you so much and you have a great day. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh yes ma'am, you too. I hope you have a wonderful day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.