AccountId: 011433970860
ContactId: 063a0ef8-6dd7-4e87-a9d0-edb9a5185bfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393350 ms
Total Talk Time (AGENT): 139484 ms
Total Talk Time (CUSTOMER): 102070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/063a0ef8-6dd7-4e87-a9d0-edb9a5185bfa_20250121T13:47_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling you from provider's office, checking on general claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 87,960. M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line?
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII]. Total charge $1,803 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] This processed under claim number 3541232.
[AGENT][NEUTRAL] It looks like a benefit amount of $75 paid to the provider. This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it was processed on [PII]. I'm right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. When was the claim received?
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, allowed and paid amount is the same, $75 I'm right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEGATIVE] Yeah, and there is no patient responsibility.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know the mode of payment?
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] Check number 2018574.
[CUSTOMER][NEUTRAL] And when was the check issued on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. When was the check cashed on?
[AGENT][NEUTRAL] I would have to send it over to finance to verify the check is cleared.
[CUSTOMER][NEUTRAL] OK. And uh can you please verify me the
[CUSTOMER][NEUTRAL] Pay to address.
[AGENT][NEUTRAL] Yes, it went to Holy Cross Medical Group, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You mean you're sending a check to to to see where the check has been cashed I right?
[AGENT][NEUTRAL] Yes, I can send a check tracer over to finance. Allow 24 to 48 hours. You can call back for an update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we need to load 24 to 48 hours. I'm right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can we check for the next member?
[AGENT][NEUTRAL] Is it for the same person?
[CUSTOMER][NEUTRAL] Uh, no, a different person.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Policy num yeah, the policy number is 01605184.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Date of services [PII], total charge $412 even.
[AGENT][NEUTRAL] 412.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like this processed under claim number 3542028. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This claim was received on.
[AGENT][NEUTRAL] [PII] of [PII], it processed on [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And may I have your name spelled?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure, [PII]. It was great speaking with you. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.