AccountId: 011433970860
ContactId: 100bb7b8-c3f7-486b-8d62-58745ff31b74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548159 ms
Total Talk Time (AGENT): 114675 ms
Total Talk Time (CUSTOMER): 126981 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/100bb7b8-c3f7-486b-8d62-58745ff31b74_20250508T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, hello [PII], this is [PII]. Last name is [PII]. I'm calling from provider office to verify the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status [PII]. May I please get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, his callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient name is going to be.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh the first name is [PII]. It's [PII], it's [PII] and the last name is [PII]. It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is [PII]'s policy number, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, the policy number is going to be um.
[CUSTOMER][NEUTRAL] 2570166.
[AGENT][POSITIVE] Thank you, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is going to be November, I'm sorry, [PII] with total charges $200 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, primary has made the payment of, uh.
[CUSTOMER][NEUTRAL] $9.52.
[CUSTOMER][NEUTRAL] And the American public life, the ELN should be paid for $25.70.
[AGENT][NEUTRAL] 2570. OK, and then may I please have um the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] Sure it's Correct Vision Laser Institute.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for us, [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, [PII]. I have your claim information for you.
[AGENT][NEUTRAL] The claim number, the claim number is 3585073.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] The claim was paid $25.70.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 203-7154
[AGENT][NEUTRAL] And the check did clear the bank on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. The cash the check has been cashed on [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much and when did you guys receive this claim?
[AGENT][NEUTRAL] Uh, we received it on.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, that's great, thank you so much and I didn't get your name and name is?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] OK [PII] um thank you so much and the claim number you mentioned 3585073, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And is it possible to to fax me the UB uh for this claim?
[AGENT][NEUTRAL] Yes, I could fax it to you. What is your fax number?
[CUSTOMER][NEUTRAL] On the fax number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I get that fax ready for you and I'll be right back sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII] I have that fax on its way to you now, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, um, and how much time it's gonna take to.
[CUSTOMER][NEUTRAL] Uh, receive this.
[AGENT][NEUTRAL] It's been sent, so it should be there shortly.
[CUSTOMER][POSITIVE] OK, uh, no worries, thank you so much, and that's all from my side, uh.
[CUSTOMER][NEUTRAL] And, uh, in the last, could you please help me with the reference number sorry.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thanks so much you have a wonderful day, [PII].
[AGENT][POSITIVE] You too, [PII]. Have a good, good night. Thanks for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye for now.
[CUSTOMER][NEUTRAL] Mhm.