AccountId: 011433970860
ContactId: 130f5402-718d-42b6-a0bb-e1ef45f35e8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199889 ms
Total Talk Time (AGENT): 85056 ms
Total Talk Time (CUSTOMER): 47212 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/130f5402-718d-42b6-a0bb-e1ef45f35e8c_20250321T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from the provider to check on a claim.
[AGENT][POSITIVE] I'm happy to check on a claim today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02329710.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII] and its [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Uh, [PII], the amount is 3,845.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do we by chance have an amount after the primary?
[CUSTOMER][NEUTRAL] Yeah, 1,545 and 69 cents.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Right, so it looks like we did receive a claim for this date of service. It looks like the claim was received on [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $1,545.69.
[AGENT][NEUTRAL] This was processed [PII]. Excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the check number or claim number?
[CUSTOMER][NEUTRAL] Yeah, yeah, please, I need the check number and claim number.
[AGENT][NEUTRAL] OK, the check number is gonna be 2031957.
[AGENT][NEUTRAL] And claim claim number is 357.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3730.
[CUSTOMER][NEUTRAL] OK. Do you know if that was the check was already issued on [PII] or?
[AGENT][NEUTRAL] The check was issued on [PII]. Let me see if it's still outstanding. One moment.
[AGENT][NEUTRAL] Uh, text still shows outstanding. It was sent to [PII] at [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, yeah, that's all right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, beautiful, and it was an actual check. It was not like a virtual credit card, it was an actual check.
[AGENT][NEUTRAL] Mhm. Single check, yep.
[CUSTOMER][POSITIVE] OK, thank you. That's uh no, it, I mean, it's still time with the whole process. Thank you so much, [PII]. You have a nice weekend, OK.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good one.
[CUSTOMER][NEUTRAL] The same to you bye bye now, thanks.
[AGENT][NEUTRAL] Um bye-bye.