AccountId: 011433970860
ContactId: fc42510d-8ca3-412b-8d19-85e6597de0be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 823219 ms
Total Talk Time (AGENT): 183995 ms
Total Talk Time (CUSTOMER): 106977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/fc42510d-8ca3-412b-8d19-85e6597de0be_20250616T20:54_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] Yeah, ma'am. This is [PII] here from Manchester Face in Charge.
[AGENT][NEUTRAL] I'm sorry, you sound really low. I couldn't hear you. Can you repeat that, please?
[CUSTOMER][NEUTRAL] Hi, this is [PII] here. And my sister like [PII].
[AGENT][NEUTRAL] OK, hi [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yeah, doing so great. Uh thanks for asking that. How about you?
[AGENT][POSITIVE] I'm doing well. And how may I assist you today?
[CUSTOMER][NEUTRAL] Yup, I do have a patient here and I just wanted to check the general status of the claim. Could you just take a note on that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Two claims with me.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And it's a direct line. There's not on a call.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] That is gonna be
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 864.
[CUSTOMER][NEUTRAL] 77 HLB.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Manual request, but.
[CUSTOMER][NEUTRAL] [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 and total bill for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do so it's on [PII] with the total charge amount of.
[CUSTOMER][NEUTRAL] It's for $360 even.
[AGENT][NEUTRAL] OK, and you said this is for [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it's a total of $360?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] OK, can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Cora Health Services.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Alright, so the claim was received.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] The claim number is 347.
[AGENT][NEUTRAL] 958 5.
[AGENT][NEUTRAL] And on [PII], we paid out on this claim to the provider.
[AGENT][NEUTRAL] A total of $42.17.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so it's a single check?
[AGENT][NEUTRAL] Check number 1862001.
[AGENT][NEUTRAL] The check was issued on [PII].
[AGENT][NEUTRAL] And it cleared on [PII]?
[AGENT][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By any chance, would you be able to fax us a copy of the?
[AGENT][NEUTRAL] Yes, what's a good fax number for you?
[CUSTOMER][NEUTRAL] That is gonna be
[CUSTOMER][NEUTRAL] 419
[CUSTOMER][NEUTRAL] 227.
[CUSTOMER][NEUTRAL] 4 consecutive 5.
[AGENT][NEUTRAL] OK, does that need to be attention policy?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I send that over to you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And is the next um
[AGENT][NEUTRAL] Policy. Oh, this is the last one that you had or you had one more?
[CUSTOMER][NEUTRAL] Yeah, it's for the same patient.
[AGENT][NEUTRAL] OK, well then I don't, if it's for the same patient, then we can wait. What's the next date of service?
[CUSTOMER][NEUTRAL] It's on [PII].
[CUSTOMER][NEUTRAL] What the total charge amount of.
[CUSTOMER][NEUTRAL] $360 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing this claim was received on [PII].
[AGENT][NEUTRAL] Claim number is 347.
[AGENT][NEUTRAL] 9603.
[AGENT][NEUTRAL] And on [PII], the claim um was paid out on to the provider, a total of $54.76.
[AGENT][NEUTRAL] And let me get the check information for you. Hold on one moment.
[AGENT][NEUTRAL] The check number is 1862003.
[AGENT][NEUTRAL] It was a single check?
[AGENT][NEUTRAL] It was issued on [PII] and cleared on [PII].
[CUSTOMER][NEUTRAL] OK, you just mentioned it to [PII]. So.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yup. Can you just send the copy of this CV to [PII]'s fax number, I mean, the fax number which I referred to you, it's just attention it to [PII].
[AGENT][NEUTRAL] Alright, and that's fax number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I do apologize for that wait. So I have sent both of the explanation of benefits over to you, so you should be receiving that shortly. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah, could I have the
[CUSTOMER][NEUTRAL] Reference number for this call.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Got you, [PII]. I really appreciate your time. Take care.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, we good. Take care.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.