AccountId: 011433970860
ContactId: 0950b3c0-bf13-4716-8515-99f95dd414e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321049 ms
Total Talk Time (AGENT): 82668 ms
Total Talk Time (CUSTOMER): 77008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0950b3c0-bf13-4716-8515-99f95dd414e6_20250415T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider purpose. I'm checking on claim information.
[AGENT][NEUTRAL] Hey, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] is my direct line. Could you please spell your name?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] One moment please. It's 01009699.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the date of service?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $229 here.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] [PII] and $229 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like we received that on [PII], and that was processed on [PII].
[AGENT][NEUTRAL] And we made a payment of $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said the pay date is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please provide me the claim number and check information?
[AGENT][NEUTRAL] Claim number is 345-0976.
[AGENT][NEUTRAL] Check number is 1849785.
[CUSTOMER][NEUTRAL] Is it a singular bulk check?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] Could you please confirm the check mailing address where it has been sent?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] Actually, it was an incorrect address.
[CUSTOMER][NEUTRAL] This has to be sent to [PII].
[AGENT][NEUTRAL] Uh, looks like the, the check has been cashed.
[AGENT][NEUTRAL] Oh wait, hold on one moment.
[CUSTOMER][NEUTRAL] When it was cashed?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sorry about that. That was the wrong information. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And looks like it was cashed on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please fax me the copy of an EOB for this one?
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] 7158431144 attention to my name, [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over.
[CUSTOMER][POSITIVE] OK, thank you very much for your assistance, [PII]. May I get a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a good day, [PII].
[AGENT][POSITIVE] Thanks for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye.