AccountId: 011433970860
ContactId: f4aae83c-256d-4e97-baf7-f315274e8710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285769 ms
Total Talk Time (AGENT): 117802 ms
Total Talk Time (CUSTOMER): 76628 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f4aae83c-256d-4e97-baf7-f315274e8710_20250312T18:25_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] Yeah, hi, this is [PII] here calling from provider service to check on a client status.
[AGENT][NEUTRAL] OK, could you please spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] Last name mentioned will be [PII].
[AGENT][NEUTRAL] OK, [PII], and you said that you have one claim to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah, one claim only.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and it is a direct line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Mm. Sure. The member's policy number will be 02148363 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] date of birth will be [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And what is the uh patient's date of service and total bill amount?
[CUSTOMER][NEUTRAL] [PII], charge amount will be $266.90.
[AGENT][NEUTRAL] And you said the year is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yeah, yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Fastcare LLC.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so this claim was received, excuse me, this claim was received.
[CUSTOMER][NEUTRAL] Actually, I'd like to know only the information which I want just the check number and pay to address. It's enough.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] The check number that the benefit was paid on is 182-0417.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It was, it did clear and the address it was mailed to was [PII].
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] That is when it cleared. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. May I know your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], no, the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My name ends in an [PII] Yes, ma'am. And you would use my name along with today's date, [PII], if you need a call reference number.
[CUSTOMER][NEUTRAL] C C I.
[AGENT][NEUTRAL] And um you probably uh we do have a portal that you should be able to have access to the EOBN and that is [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And is there anything else, Adly that I can help you with today?
[CUSTOMER][NEUTRAL] No, no, no. That's all.
[AGENT][POSITIVE] OK, well then thank you uh for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] My name and today's date?
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for your help and information which you have provided me. Have a nice day. Bye for now.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye. I hope you have a nice day as well. Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.