AccountId: 011433970860
ContactId: 048a1d91-26f2-4788-ac4c-b7f0e751d572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381239 ms
Total Talk Time (AGENT): 159403 ms
Total Talk Time (CUSTOMER): 99842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/048a1d91-26f2-4788-ac4c-b7f0e751d572_20250401T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is uh [PII]. I'm from the medical provider's office. Could you please assist me with the claims?
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] My callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I have 081.
[CUSTOMER][NEUTRAL] I'm sorry, 01849205.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Member is [PII] and date of birth I have.
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, this is for $130 even $130.
[AGENT][NEUTRAL] OK, and again that was [PII] correct?
[CUSTOMER][NEUTRAL] That's correct. And I'm sorry, the total charge amount is $190 even, $190.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 190. OK, got it. All right, thank you. One moment, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I'm sorry, uh, [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have 262 9.
[CUSTOMER][NEUTRAL] 17974.
[AGENT][POSITIVE] OK, thank you for that. One moment.
[AGENT][NEUTRAL] OK, um, I do have one claim for that date of service from this provider. Um, was the amount left over after major medical was that $60?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's like $60 even.
[AGENT][NEUTRAL] It is $60. OK, so yes, we did receive this claim and we did pay that benefit for $60. Uh, give me one moment, I'll get that check information for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, did you need that claim number first?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is 35.
[AGENT][NEUTRAL] 75
[AGENT][NEUTRAL] 038.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And this claim was received [PII]?
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and then I've got that check number uh that is 20.
[AGENT][NEUTRAL] 32
[AGENT][NEUTRAL] 647.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and so this check was for $60 even, this check was issued [PII].
[AGENT][NEUTRAL] And uh whenever you're ready I can verify the address that it was sent to.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right. Go ahead with the address.
[AGENT][NEUTRAL] Yes, that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I am showing that it has not yet cleared. Uh, if it, if you have not received it within 30 days of or after 30 days of this issue date, you can give us a call back and we can get this voided and reissued to you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][POSITIVE] All right, uh, finally.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, could you enable us to fax me the copy of UB?
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] All right. My secure fax number, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and I would just put uh your name as the attention, [PII]?
[CUSTOMER][POSITIVE] Uh yes, I will take care.
[AGENT][POSITIVE] OK, alright, I will get that sent to you. Uh, you should get that within about 10-15 minutes. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it. I really appreciate that. Any call reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] All right, [PII], thanks a lot. You have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I.