AccountId: 011433970860
ContactId: 0f576992-7285-4c52-a3d4-0a0fbac9fc52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382279 ms
Total Talk Time (AGENT): 161503 ms
Total Talk Time (CUSTOMER): 110259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0f576992-7285-4c52-a3d4-0a0fbac9fc52_20250327T12:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] That would be fine with me. And do you mind spelling your name, please?
[CUSTOMER][NEUTRAL] sure, [PII] spelled [PII].
[AGENT][NEUTRAL] Thank you, [PII], and I spell my name [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, uh sure. Callback number will be [PII] with extension [PII].
[AGENT][NEUTRAL] Thank you for calling. And what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] 021 00356.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I, are you needing claim status for [PII] or benefits?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] All right, and I can help you with that. Well, [PII], do you happen to have a claim number or date of service?
[CUSTOMER][NEUTRAL] D of service is [PII]. The total charge $500 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the facility name, please?
[CUSTOMER][NEUTRAL] Sure. Diagnostic Center of Miami.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well, [PII], I am showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII].
[AGENT][NEUTRAL] And paid $150 to diagnostic Center for Women.
[CUSTOMER][NEUTRAL] OK. Can you provide me payment details?
[AGENT][NEUTRAL] Yes, ma'am. It was a single paper check.
[AGENT][NEUTRAL] Check number is.
[AGENT][NEUTRAL] 202.
[AGENT][NEUTRAL] 991.
[AGENT][NEUTRAL] Issue date was [PII].
[AGENT][NEUTRAL] It is not cleared yet.
[AGENT][NEUTRAL] And the check went to [PII].
[CUSTOMER][NEUTRAL] OK. Uh, can you turnaround time for to clear the case?
[AGENT][NEUTRAL] It just depends on when they receive it and send it to the bank.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It just depends on when it's received and how long it takes the provider to get it to the bank to clear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you confirm the claim number?
[AGENT][NEUTRAL] Claim number is 356-043.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And call reference number?
[AGENT][POSITIVE] Call reference number is my name and today's date. And [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Actually, I have.
[CUSTOMER][NEUTRAL] Yeah, actually, I have one more claim.
[AGENT][NEUTRAL] Different patients.
[CUSTOMER][NEUTRAL] Yeah, different patient and the same facility.
[AGENT][POSITIVE] Alright, and it would be my pleasure to assist you with that next claim status. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02550245 M Mike Lima number 8.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And did you say policy number 2250245?
[CUSTOMER][NEUTRAL] No. 02550245.
[AGENT][NEUTRAL] Thank you. I apologize. And again, what was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And [PII], I've got that policy pulled up. What is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Sure. Date of service is [PII] with total charge $500 even.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I am showing that the uh claim was received on [PII].
[AGENT][NEUTRAL] Processed and paid on [PII].
[AGENT][NEUTRAL] In the amount of $150.
[AGENT][NEUTRAL] You need the same information?
[CUSTOMER][NEUTRAL] OK, with the check number, right? And can you
[CUSTOMER][NEUTRAL] Can confirm me the.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] Sure. Claim number is 356.
[AGENT][NEUTRAL] 8976.
[CUSTOMER][NEUTRAL] And the car reference number will be the same, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] Well [PII], it's been my pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.