AccountId: 011433970860
ContactId: ef426ea0-73b8-48aa-b48e-9f2be020ff71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305410 ms
Total Talk Time (AGENT): 132186 ms
Total Talk Time (CUSTOMER): 67679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ef426ea0-73b8-48aa-b48e-9f2be020ff71_20250625T17:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for help with a claim please.
[AGENT][NEUTRAL] OK, are you needing to check claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02582910.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] [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, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], excuse me, not [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] [PII] for $210.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that the claim was received. um, this, the claim number is 3604942.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $144.80.
[CUSTOMER][NEUTRAL] May I hear that claim number again?
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] 3604942.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And this was issued on [PII]. Can you verify the address on file for the provider?
[CUSTOMER][NEUTRAL] Um, we have a treating office address and a billing address. The billing address is [PII].
[AGENT][NEUTRAL] OK, so that is not the address that we show on here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Was it [PII]?
[AGENT][POSITIVE] Yes, yes, ma'am. That is correct. That is correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yes, ma'am. And the check number if you would like that, if this is a single check?
[AGENT][NEUTRAL] Excuse me. And that check number is 204.
[AGENT][NEUTRAL] 622 5.
[CUSTOMER][NEUTRAL] Um, is the check still outstanding? Can you tell?
[AGENT][NEUTRAL] Yes, ma'am, it is. Uh-huh. I do show that it is.
[AGENT][NEUTRAL] According to what I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, that answers all my questions. I appreciate your help.
[AGENT][NEUTRAL] Well, you're welcome and then one last thing [PII], um, in case someone has ever given you our portal website for future reference, we do have a portal in which you should be able to check claim status and print EOBs from once a claim has been processed, and that website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. I appreciate your help. um, before you go, can I just have a reference number?
[AGENT][NEUTRAL] Well, you are certainly
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII].
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.