AccountId: 011433970860
ContactId: 16d16655-bc61-48a6-bac8-c7c18b48eefd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 832570 ms
Total Talk Time (AGENT): 385256 ms
Total Talk Time (CUSTOMER): 150996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/16d16655-bc61-48a6-bac8-c7c18b48eefd_20250528T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, I'm calling to see if you guys have these claims on file.
[AGENT][NEUTRAL] OK, I can check and uh see if we received the claim. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK [PII], are you with a provider or is this for your individual policy?
[CUSTOMER][NEUTRAL] Provider?
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02.
[CUSTOMER][NEUTRAL] 292-771 ML8
[AGENT][NEUTRAL] Alright, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Ya [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then uh what was the date of service for this client?
[CUSTOMER][NEUTRAL] Um, the first date of service, I have 8. the first date of service is, um, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What was that bill amount, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Let me pull that up.
[CUSTOMER][NEUTRAL] The bill amount is $180.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again I'm sorry that was [PII], correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this, uh, was it?
[AGENT][NEUTRAL] Well, it looks like we've got a couple here.
[AGENT][NEUTRAL] What was the name of the uh facility?
[CUSTOMER][NEUTRAL] Or a physical therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have one that we received. It looks like that was for $140 for this state of service and we paid a benefit of $50.
[CUSTOMER][NEUTRAL] You said 60?
[AGENT][NEUTRAL] 50
[CUSTOMER][NEUTRAL] I see, OK, um, do you have a check number by chance?
[AGENT][NEUTRAL] Yes, um
[AGENT][NEUTRAL] I do, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that check number is 20.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 017.
[AGENT][NEUTRAL] And then I've also got that claim number if you need that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Sure, claim number is 35.
[AGENT][NEUTRAL] 52
[AGENT][NEUTRAL] 137.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm showing that this check was issued [PII] and that it did clear on [PII] and if you'd like I can send you a copy of this EOB.
[CUSTOMER][POSITIVE] Yes, that'd be great um if if we're able to do that with all of these, that would be awesome.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] [PII]. Yes, that's correct.
[AGENT][NEUTRAL] Got it. OK, so I'll probably wait until the end all of these claims were for the same member, right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, yeah, I'll probably wait until we're done checking all of them and then I'll just send them all to you at once. Um, should be no longer than about 10 minutes after our call ends, um, and so whenever you're ready, uh, you can go ahead and give me that next stage of service unless you needed more information regarding this claim.
[CUSTOMER][POSITIVE] OK, that sounds good.
[CUSTOMER][POSITIVE] No, that's perfect, thank you. Um, the next date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the bill amount is $180.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so this one looks to be uh the same uh the bill amount we received was $140 we paid that benefit of $50 and then I've got that claim number and check number for you as well whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that claim number is 35.
[AGENT][NEUTRAL] 52
[AGENT][NEUTRAL] 138.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that check number is 2023014.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this check was also issued [PII] and cleared, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, these are all gonna be the same problem, I think.
[AGENT][NEUTRAL] OK, and then you can
[AGENT][NEUTRAL] Yeah, I would think so, um, let's see.
[AGENT][POSITIVE] Yeah you could just go ahead I'll just we could just go one by one that's OK.
[CUSTOMER][POSITIVE] OK, yeah, thank you so much. OK, the next one is [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the bill amount again is $180.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, this one is identical, uh, pay that benefit of $50 let me know when you're ready. I'll give you that claim number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] That is 3552142.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK check number is 2023015.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one's information is the same uh issued [PII], uh, and then it was cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next date of service is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the same bill amount?
[CUSTOMER][NEUTRAL] Um, I'm sorry, filled them out 360.
[AGENT][NEUTRAL] OK, the only claim I have on file for this date of service is going to be for that same amount. It was that $140 we paid a benefit of $50.
[AGENT][NEUTRAL] The amount that you're giving me, is that before or after major medical paid?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is before.
[AGENT][NEUTRAL] OK, I'm wondering if this is what's after. Give me just a moment. Oh, hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this one is a bit different hold on.
[AGENT][NEUTRAL] OK, so this claim just has two dates of service. It was [PII] and [PII], uh, under the same claim, so it just looks like that same instance twice. So for this claim we paid a benefit of $100 so two instances of $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then uh I got that claim number as 35.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 691.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that check number is 20.
[AGENT][NEUTRAL] 241-62.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so this one was issued [PII].
[AGENT][NEUTRAL] And it did clear on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The next date of service is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, was that the same bill amount?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, same thing for this one we paid that benefit of $50 that claim number is 35.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 700.
[AGENT][NEUTRAL] And are you ready for that check number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that is 202-4168.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this check was issued [PII] and cleared [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The next date of service is [PII].
[AGENT][NEUTRAL] OK, same, same build amount.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that one, claim number is 35.
[AGENT][NEUTRAL] 58432.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that check number is 2025451.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And this check was issued [PII], and it did clear on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The state of service is [PII], the same build amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so same thing, uh, we did pay that benefit of $50 claim number is 3558437.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh check number is 2025454.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one issued [PII] and cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the next one is [PII], the same build amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, same thing, we paid that benefit of $50 claim number is 35.
[AGENT][NEUTRAL] 58
[AGENT][NEUTRAL] 435.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that check number is uh 2025452.
[AGENT][NEUTRAL] And this one was also issued [PII] and cleared [PII].
[CUSTOMER][NEUTRAL] OK, I have one last one.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] This date is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, this one is the same, uh, we paid that $50 benefit claim number is 3558439.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check number is 2025456.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, issued [PII] and cleared [PII].
[CUSTOMER][NEUTRAL] OK, thank you very much um and and you guys don't give reference numbers correct? It's just today's date and your name?
[AGENT][POSITIVE] You are very welcome.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] And was there anything else I could help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is all. Thank you very much, [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.