AccountId: 011433970860
ContactId: ef5d1b36-50ff-4721-9d22-dc9388e681e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234039 ms
Total Talk Time (AGENT): 89489 ms
Total Talk Time (CUSTOMER): 87004 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ef5d1b36-50ff-4721-9d22-dc9388e681e7_20250321T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, my name is also [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good. I'm calling in regards to a medical claim that I was advised they were gonna fax me the explanation of benefits and we still have not received it.
[AGENT][POSITIVE] OK, well, I'm sorry that you haven't received it. I'll um definitely look into it for you. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course. It is [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01669855.
[AGENT][NEUTRAL] 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] [PII]. Date of birth [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 or the claim number for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't have the claim number. Um, let me double check if they provided when I've called. Uh, hold on. I think so. Yes, I've, since I've called, yeah, it's 354343.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Let me go back to it. It's [PII], bill amount $31,498.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] So it's 3543843.
[CUSTOMER][NEUTRAL] What, what is, what's the claim number? I'm sorry?
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 384 3.
[CUSTOMER][NEUTRAL] Oh, OK. Missing the 8. OK.
[AGENT][NEUTRAL] And then what's the, did you want me to um let me see if we have I can fax it again. Let me see if I if I have the option to email. Would that be better?
[CUSTOMER][NEUTRAL] Whichever.
[AGENT][NEUTRAL] OK, so it's only fax and mail. I can fax you another copy.
[CUSTOMER][NEUTRAL] Please. And it's to the 305.
[AGENT][NEUTRAL] Sure, what's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 243
[CUSTOMER][NEUTRAL] 5259 and you could put it to my attention, [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And that's attention, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so I'm going, I'm sending this to you now. Was there anything else I can help you with today? Now, if you don't receive it, um,
[AGENT][POSITIVE] I don't even want to say by end of day today, like sometime this afternoon, definitely give us a call and we can resend it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Do you provide reference numbers or it's just your name?
[AGENT][NEUTRAL] Um, just my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. Have a great weekend, [PII].
[CUSTOMER][NEUTRAL] Same to you. Bye-bye