AccountId: 011433970860
ContactId: edc675d0-27ec-4a20-a351-1b322f08dea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512010 ms
Total Talk Time (AGENT): 144274 ms
Total Talk Time (CUSTOMER): 140446 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/edc675d0-27ec-4a20-a351-1b322f08dea5_20250626T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII] calling from our office to check on claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][POSITIVE] Correct. Yes.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Right. It's [PII].
[AGENT][NEUTRAL] Thank you. And the numbers, well, how many claims first off, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Fine. It's 02023893.
[AGENT][NEUTRAL] 202. OK, start over. [PII], I'm sorry, your voice cut out at the beginning. Start over with the policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 023893887.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's Madam [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Unable amount is uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The total charge is $695 even.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so [PII], I do not see a claim on file for this number for that data service and that bill amount.
[CUSTOMER][NEUTRAL] $695.
[AGENT][NEUTRAL] 695 $695. Is that correct?
[CUSTOMER][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Correct. No claim on file for that billed amount.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But we are, uh, but, but we have, uh, previously called this patient called they give, uh,
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, well then give me the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's 352.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 06.
[AGENT][NEUTRAL] OK, one moment for me to look up that claim number.
[AGENT][NEUTRAL] OK, yes. So I was able to locate that claim number and how can I help you with that claim, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, we are, uh, previously requesting EOB for this patient. Still, we didn't get the EOP. So, could you please, uh, send the EOB?
[AGENT][NEUTRAL] OK, so you can print that from our portal. Yes, you can print that from our portal by going to [PII].
[AGENT][NEUTRAL] And using that claim number?
[CUSTOMER][NEGATIVE] But we don't have the access for that.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] So, could you please uh send it through our fax number?
[AGENT][NEUTRAL] OK, so you're just
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] In a moment.
[CUSTOMER][NEUTRAL] In a moment
[AGENT][NEUTRAL] And will it need to be put to your attention, [PII]?
[CUSTOMER][NEUTRAL] it makes more attention.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, sir, um, what I'm asking, that's not, yes, sir, that's not what I ask you. I ask you, does it need to be put to your attention? Does it need to have your name on the fax back?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Your name on the back.
[CUSTOMER][NEUTRAL] You're asking the attention, right?
[AGENT][NEUTRAL] Yes, that is what I'm asking.
[CUSTOMER][NEUTRAL] That's what I'm asking. It's my name, [PII].
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK one moment while I pull up the information to fax to you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] I'm still waiting for it to load, [PII].
[CUSTOMER][NEUTRAL] Still waiting for it to like.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And again, you said, I'm just gonna repeat your fax number to make sure that I heard you correctly. It's [PII] excuse me, [PII].
[CUSTOMER][NEUTRAL] I'm just gonna repeat your fax number to make sure that I heard you correctly. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], is that correct? Right.
[AGENT][NEUTRAL] OK, so that has just been faxed to you, [PII]. So you should be receiving that soon unless there's an error with it being received.
[CUSTOMER][NEUTRAL] That has just been packed.
[CUSTOMER][POSITIVE] You to be my thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the contact number.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] My name is [PII]. May I know your name?
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][NEUTRAL] Again, my my name is [PII].
[AGENT][NEUTRAL] And is there anything else, [PII], I can help you with?
[CUSTOMER][POSITIVE] You know I can help you with.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, thanks for the information that asking me have ready.