AccountId: 011433970860
ContactId: e45559e3-7dad-467e-b58a-c7faee38f8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221460 ms
Total Talk Time (AGENT): 92067 ms
Total Talk Time (CUSTOMER): 87104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e45559e3-7dad-467e-b58a-c7faee38f8b2_20250515T15:56_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII], and I'm calling to check claim status for a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII], and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have 2 actually is um 2 date of service, yeah 2 claims for the same patient.
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, sure, it's 02519004.
[AGENT][POSITIVE] Thank you. 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] Yes, sure, member's name is [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 dates of service and total bills?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure, OK, the first one is [PII] total bill is $900.
[AGENT][NEUTRAL] And the second one?
[CUSTOMER][NEUTRAL] Uh, the second one is [PII]. Total amount is 175.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm um I'm not showing a claim on file for either of those dates of service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, OK, I maybe it's too soon. I send it on [PII] through fax using fax number [PII], but maybe it's too soon.
[AGENT][NEUTRAL] Yes, that is the correct fax number. Um, and you said [PII], right?
[CUSTOMER][NEUTRAL] Oh, no, um,
[CUSTOMER][NEUTRAL] Uh, [PII], yeah, [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just want to make sure um that I entered the right dates, but yes, so there's no, um, we haven't received it yet, um but it
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I would say to give a call back tomorrow. If we haven't received it tomorrow, I will resend it, um, only because sometimes document management does have to upload the images, so I don't want to say it's not here and it is, it just hasn't been uploaded yet. But if you sent it on the [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] By tomorrow, we should definitely know if it's here or not for sure.
[CUSTOMER][POSITIVE] OK, perfect. I will call tomorrow.
[AGENT][NEUTRAL] Alright, well, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Um, no, I think that will be all. Can I get 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][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.