AccountId: 011433970860
ContactId: 0ffff81d-bff6-4704-9649-fc1be0ed14a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356579 ms
Total Talk Time (AGENT): 75920 ms
Total Talk Time (CUSTOMER): 148451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0ffff81d-bff6-4704-9649-fc1be0ed14a8_20250317T22:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I got a provider on the back line that's wanting to verify um claim status on the insured's policy.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] 247-872-6. Joanne is the insured and everything's been verified.
[CUSTOMER][NEUTRAL] The provider's name is [PII].
[CUSTOMER][NEUTRAL] And let me know when you're ready for the callback number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] All right, thank you, and here she goes, have a good day.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Select Physical Therapy, and I'm just calling to check claim status. Um, I have a patient here and I have, it looks like 4 days of service. I just don't have any EOBs or any payment information on, um, just 4 claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the first day of service?
[CUSTOMER][NEUTRAL] Yes, the first day of service is [PII].
[AGENT][NEUTRAL] OK, I don't have that on file.
[CUSTOMER][NEUTRAL] OK, that explains that one.
[CUSTOMER][NEUTRAL] OK, the next one is [PII].
[AGENT][NEUTRAL] OK, and what's the tax ID?
[CUSTOMER][NEUTRAL] Yeah, um, the tax ID is [PII].
[AGENT][NEUTRAL] OK, that one I'm showing a $20 payment was made.
[AGENT][NEUTRAL] Back in September.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that check cleared on [PII]. No, actually it was made in [PII].
[CUSTOMER][NEUTRAL] What was
[AGENT][NEUTRAL] Payment was issued on [PII] and the payment cleared on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then do you have a check number for that?
[AGENT][NEUTRAL] Check number is 2007359.
[CUSTOMER][NEUTRAL] OK, so that one was paid.
[CUSTOMER][NEUTRAL] Alright, the next data service I have, um, is 910-2024.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, payment was made on [PII] in the amount of $20.
[AGENT][NEUTRAL] And the same check cleared on [PII] and the check number is 2007357.
[CUSTOMER][NEUTRAL] Same check number?
[CUSTOMER][NEUTRAL] 357. All right.
[CUSTOMER][NEUTRAL] And then the last one was um 9:12.
[AGENT][NEUTRAL] OK, that's the same payment made on.
[AGENT][NEUTRAL] The 10
[AGENT][NEUTRAL] $20 cleared on [PII].
[CUSTOMER][NEUTRAL] He um.
[CUSTOMER][NEUTRAL] You said [PII] [PII]. OK, alright, so it's just that [PII] that you said is not on file.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that sounds good um thank you so much for that information and then um.
[CUSTOMER][NEUTRAL] I don't have access to the portal, the online portal. Is there any way that um I could have these EOBs faxed over to me?
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, give me those dates of service again.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, you should have those by close of business tomorrow.
[CUSTOMER][POSITIVE] All right sounds good thank you so much I really appreciate it and then um what was your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, [PII], and I'm gonna am I able to have a reference number for the call today?
[AGENT][NEUTRAL] It's just my name in today's date and time.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 317.
[CUSTOMER][POSITIVE] All right thank you so much [PII] enjoy the rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.