AccountId: 011433970860
ContactId: e83eb800-a94f-4ba8-af9d-63cf90d3e0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204580 ms
Total Talk Time (AGENT): 80566 ms
Total Talk Time (CUSTOMER): 68941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e83eb800-a94f-4ba8-af9d-63cf90d3e0a3_20250620T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get information on a claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] With the provider's office.
[AGENT][NEUTRAL] OK, and what was your name please?
[CUSTOMER][NEUTRAL] [PII] last [PII] is [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it's 02465040.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK thank you for verifying that what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Um, it was [PII]. The amount was $968.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim at Latona. We were unable to pay a benefit as their maximum benefit payable for this date of service had been met.
[CUSTOMER][NEUTRAL] Alright, um, is there any way I could get you to fax me a copy of that EOB?
[AGENT][NEUTRAL] Of course, what was that fax number? Yeah, definitely.
[CUSTOMER][NEUTRAL] Thank you, uh, fax it to the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, uh-huh, that's correct.
[AGENT][POSITIVE] Alrighty, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Just to double check, um, that claim it was for a provider, um, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I have a Nicholas Children's Pediatric.
[CUSTOMER][NEUTRAL] OK, um, were there two claims submitted?
[AGENT][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Or do you see when there were 2?
[AGENT][NEUTRAL] I see 3 actually.
[CUSTOMER][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They um one was from the same provider.
[AGENT][NEUTRAL] And the other one was from a different provider.
[CUSTOMER][NEUTRAL] OK, I'll check that it'll be thank you for getting that for me. Is there any reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It would just be my first name, last initial and today's date and signing is spelled [PII]
[CUSTOMER][POSITIVE] Alright thank you so much you have a good day care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.