AccountId: 011433970860
ContactId: fd081d5c-f6fe-4566-b040-0ccafd47c911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318029 ms
Total Talk Time (AGENT): 105936 ms
Total Talk Time (CUSTOMER): 142978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/fd081d5c-f6fe-4566-b040-0ccafd47c911_20250626T13:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII] I'm calling for claims.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Oh [PII], I'm so sorry.
[AGENT][NEUTRAL] Can I have your name and spelling of your name and a contact number.
[CUSTOMER][NEUTRAL] My name is [PII] calling from Vital Med Group Holding. My phone number is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What is the policy number of the member that you're calling to verify benefits and eligibility for today?
[CUSTOMER][NEUTRAL] It just claims um it's uh the subscriber number is 02502676.
[CUSTOMER][NEUTRAL] M like in Mary, L like in Larry, 8 number 8.
[AGENT][NEUTRAL] Thank you. Uh, um, could you verify that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Uh, the date of service is for [PII] for $175.
[AGENT][NEUTRAL] Can you pro provide me with a procedure code?
[CUSTOMER][NEUTRAL] Procedure code, sure it is 99212.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] date of service.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said the total bill amount was how much?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] $175.
[AGENT][NEUTRAL] Thank you. So this claim was received [PII]. It was processed [PII]. There was a payment of $50 made on this claim. [PII]. Would you like that check number?
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] The check number is 2033994.
[CUSTOMER][NEUTRAL] 202033.
[AGENT][NEUTRAL] 994.
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 994.
[CUSTOMER][NEUTRAL] Um, do you have the bulk amount on the check?
[AGENT][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] $50 and that was mailed to on the PO box?
[AGENT][NEUTRAL] Let me verify.
[CUSTOMER][NEUTRAL] Which is 432-040.
[AGENT][NEUTRAL] Bear with me while I pull up the claim.
[AGENT][NEUTRAL] To see what the billing address on it. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So on the billing address that we have listed in the box, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Is that the correct address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK, perfect. And do you show a clear date on that?
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] Um, no, not as of right now, I don't.
[CUSTOMER][NEGATIVE] No clear
[CUSTOMER][NEUTRAL] OK, no clear date.
[CUSTOMER][NEUTRAL] OK perfect um and you said that was [PII] that the check was mailed out correct?
[AGENT][NEUTRAL] The the claim was processed [PII]. However, I'm not sure what day that the check was sent out, but I'm pretty sure that if it was processed on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Which was on a Wednesday, it probably went out on a Thursday or Friday.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that one is like, and is there any way, OK, I'm gonna see if they have it in our corporate, yeah, I'm sorry, can you repeat that?
[AGENT][NEUTRAL] I can send it to the.
[AGENT][NEUTRAL] You're gonna see if they have it in the system.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna see if they have it in the system if not I can call back and and request.
[AGENT][NEUTRAL] And then somebody can, it can be boarded and resubmitted.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK perfect let me call and find out exactly if they received it or not, but it's kind of already since March we're talking about 3 months, but let me go ahead and reach out to them and then I'll give you guys a call back. Thank you so much.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Can I get a I get a call reference number? Yes, can I get a call reference number? I'm sorry.
[AGENT][NEUTRAL] What were you about to ask?
[AGENT][NEUTRAL] We don't provide those.
[AGENT][NEUTRAL] You're fine. You can use my name in today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, you have a good day.
[AGENT][POSITIVE] Thanks for calling APO. You have a great one as well. Good bye.
[CUSTOMER][NEUTRAL] Bye bye.