AccountId: 011433970860
ContactId: eb900849-784e-43f6-b57c-09f3273f979c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218419 ms
Total Talk Time (AGENT): 107539 ms
Total Talk Time (CUSTOMER): 61028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/eb900849-784e-43f6-b57c-09f3273f979c_20250102T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for uh claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, just one.
[AGENT][NEUTRAL] All right. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Policy number is 2248701.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] You're welcome. 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 date of service for the claim?
[CUSTOMER][NEUTRAL] It's [PII] for $983.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] I'm calling from Tanner Medical Center.
[AGENT][NEUTRAL] Alright, so I'm showing received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 32089. I'm sorry, 3208897.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a total of $50.
[AGENT][NEUTRAL] Would you like to check information?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, so I'm showing it was a single check, um, issued on [PII].
[AGENT][NEUTRAL] It was mailed to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In the amount of $50?
[AGENT][NEUTRAL] And it cleared the bank on [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And what's the check number?
[AGENT][NEUTRAL] Check number is 1745004.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And um is it possible to request for a copy of an EOB?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, and what's a good fax number to send the EOB to?
[CUSTOMER][NEUTRAL] Uh, it's 865342-9403. And if, uh, please attention it to my name.
[AGENT][NEUTRAL] And that was 8653429403, attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so I'll go ahead and fax this over to you now. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, just a reference number, please.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. That's it for me.
[AGENT][POSITIVE] All right, you're very welcome and thanks for calling APL and happy New Year.
[CUSTOMER][POSITIVE] Happy New Year. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.