AccountId: 011433970860
ContactId: 286ccba3-ab2c-4fd8-8dfb-635222c7e132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243860 ms
Total Talk Time (AGENT): 118512 ms
Total Talk Time (CUSTOMER): 110621 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/286ccba3-ab2c-4fd8-8dfb-635222c7e132_20250306T14:25_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Genesis Care [PII] [PII]. I'm calling to um see, to check the status for a patient, please.
[AGENT][NEUTRAL] You mean the elig eligibility or are we looking for a claim?
[CUSTOMER][NEUTRAL] Well, you have a claim on file, but the last, um, that we heard about it was was in August and it said that you're awaiting information from the employer. So I wanted to to check on that. Thank you. I have a claim number and I have a member.
[AGENT][NEUTRAL] Oh, OK. Certainly. So you.
[AGENT][NEUTRAL] Absolutely. Um, [PII], what is it?
[CUSTOMER][NEUTRAL] OK, you want the claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, uh yes, please.
[CUSTOMER][NEUTRAL] 349
[CUSTOMER][NEUTRAL] 349-791-0
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] He broke with [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking this up, if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that is my direct line.
[AGENT][POSITIVE] OK, I do I do appreciate that. So this is uh
[AGENT][NEUTRAL] Policy number 2338874 and it does look like um
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, the claim, uh, once we did receive, uh, documentation, uh, for this, um, it does look like the, the claim was paid on [PII]. Now, a check in the amount of $103.22 was sent out, and let me just check that.
[AGENT][NEUTRAL] The check number is 1871331.
[AGENT][NEUTRAL] And it went to Genesis, USA of [PII].
[AGENT][NEUTRAL] 30394 and it was cashed on [PII]. So this was uh
[CUSTOMER][NEUTRAL] Is it possible, is it possible for you to send me um the front and back of the check via fax?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You want a copy of the check. OK, yes, I can certainly send you that. And would you like that mailed to you or faxed?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Facts, please.
[AGENT][NEUTRAL] And your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can certainly do that now.
[CUSTOMER][NEUTRAL] Then I do have
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Thank you. I do have one other um data service.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK. And is there a particular build amount for that?
[CUSTOMER][NEUTRAL] I have $772.58. I don't have a claim number on this one, but it's still open.
[AGENT][NEUTRAL] I see. OK, let me see what I can find on there.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Oh yeah, you denied it is not covered because United Healthcare applied it to the deductible. Do you not cover deductible?
[AGENT][NEUTRAL] If it's for an office visit, we don't. So let me just check and see what uh.
[CUSTOMER][NEUTRAL] OK, it is, yeah.
[AGENT][NEUTRAL] OK, then that's probably what has happened to that. So, um, yeah, that's, that's not gonna be covered on these policies. Um, now, in the meantime, uh, uh, I can go ahead and send this, this copy of this uh check to you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Thank you. I appreciate it so much.
[AGENT][NEUTRAL] OK, [PII], is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] That's it. I'll take a reference number, [PII], I appreciate your help.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect, perfect. And let me ask you something. Was that a single check in the amount of 10322?
[AGENT][NEUTRAL] That's correct, yes, a single paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. So I'll wait to get that. Thank you very much, [PII]. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for contacting AT have a good morning.