AccountId: 011433970860
ContactId: 16c82d88-488a-4cb8-abed-f719f0af8d3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526539 ms
Total Talk Time (AGENT): 165465 ms
Total Talk Time (CUSTOMER): 101303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/16c82d88-488a-4cb8-abed-f719f0af8d3f_20250205T13:41_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] calling from products office to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And, what is your callback number, please?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. The member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 02555046
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And marking the information that I provide for you today will be a verification of benefits and not a guarantee of payment. Also, if you um.
[AGENT][NEUTRAL] If we do have the claim on file and you need a copy of the explanation of benefits, you may print that directly from our portal at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] It services is 12 to 2024 and total bill amount is $288 even.
[AGENT][NEUTRAL] OK, 12224 for 288. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3548075.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of 50 excuse me, $53.89.
[AGENT][NEUTRAL] On single check 2021574.
[CUSTOMER][NEUTRAL] OK. Uh, could you please help me with the pay date, please?
[AGENT][NEUTRAL] I'm sorry, with the what date?
[CUSTOMER][NEUTRAL] Pay date.
[AGENT][NEUTRAL] The same date as the process date.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, could you please help me with the uh clearer date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, hi, uh,
[CUSTOMER][NEUTRAL] Could you please, uh, help me, could you please uh send a front and back check to our uh fax number?
[AGENT][NEUTRAL] I will have to request that. I can't just instantly fax that. I'll have to request that.
[CUSTOMER][NEUTRAL] OK. Could you please do that?
[AGENT][NEUTRAL] Yeah, so you're not showing that claim, uh check is received?
[CUSTOMER][NEUTRAL] No, actually, we didn't reserve, uh, we have crossed uh more than 30 days and we didn't receive the check. So we just uh want to verify with the check, uh, details. So could you please fax.
[CUSTOMER][NEUTRAL] So we need a check, printed back of copy.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment to look at a couple of things on this place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you've already called in and spoken to someone this morning, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so if, if this, once I'm able to submit this request and it's been processed for a copy of the check if it's indeed cleared, uh, does, does it need to be sent to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there a first initial to your last name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what would the fax number be?
[CUSTOMER][NEUTRAL] Fax number is, just a moment, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is uh the tax ID number?
[AGENT][NEUTRAL] For this provider group?
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] Mhm. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And the mailing address for the client for the.
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I will send this request, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once it has been
[AGENT][NEUTRAL] Completed once the request has been completed, then yes, we can fax that to you.
[CUSTOMER][NEUTRAL] OK, thanks for that. How many days it will take to, to receive to us?
[AGENT][NEUTRAL] Approximately 5, approximately 5.
[AGENT][NEUTRAL] To 7 business days.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Approximately 5 to 7 business days.
[CUSTOMER][NEUTRAL] It's no cheese. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh OK, got it. Thanks for the information. Could you please help me with the color number, please?
[AGENT][POSITIVE] Yes, so you're very welcome.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thanks for the information. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're very welcome and thank you again for calling APL. I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] Bye bye.