AccountId: 011433970860
ContactId: 29ccab57-bc88-4702-abdf-6d331c7acb23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242919 ms
Total Talk Time (AGENT): 110890 ms
Total Talk Time (CUSTOMER): 96928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/29ccab57-bc88-4702-abdf-6d331c7acb23_20250530T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Doctor [PII], and I would like to follow up some, uh, two claims for a specific patient, please.
[AGENT][NEUTRAL] Sure, I can check on those claims for you. Um, what was your name please?
[CUSTOMER][NEUTRAL] [PII]. And what is your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] And then um [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes. I have the policy number is 02595506.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] I have two days of service. I have [PII].
[CUSTOMER][NEGATIVE] And I received uh an EOB like saying me they still is.
[CUSTOMER][NEGATIVE] So I received it today, this CO be about this day of service, the [PII], and they put me there like in the remark is the second notice we are waiting information to confirm what is this. I don't understand.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] And they tell me if I have any questions, call this number.
[AGENT][NEUTRAL] OK, and this was for.
[AGENT][NEUTRAL] Yes, OK, and this was, uh, [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, so I do see this claim it looks like we paid a benefit of $177.80 for this, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 177.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] $177.80.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so I'm not quite sure that might have been a.
[CUSTOMER][NEUTRAL] And what about the another one?
[AGENT][NEUTRAL] Uh, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I said what about the another claim?
[AGENT][NEUTRAL] OK, so I don't see any other claims that have completed processing just yet. I do see one claim that we just received today that is currently in line for processing but it has not yet completed.
[CUSTOMER][NEUTRAL] Alright, so that, uh, assuming is the [PII], yeah, that is the claim is still not completed.
[AGENT][NEUTRAL] Uh, I'm not sure as I can't see any of that information. I just see that we just received it today, um, and that it is currently being processed.
[CUSTOMER][NEUTRAL] And what about this one, the 17,780, when, when I'm going to receive the payment?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, give me just a moment. Let me check that check for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh, that was just issued yesterday, so [PII] was when that check was issued.
[CUSTOMER][NEUTRAL] OK, so taking maybe like next week, yeah?
[AGENT][NEUTRAL] Um, that depends on the postal service, I would say so, but you know, depends on the mail. Um, did you need that claim number or that check number?
[CUSTOMER][NEUTRAL] I have the claim number is 3601475. That's correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And what is the check number I should receive?
[AGENT][NEUTRAL] Yes, that is 20.
[AGENT][NEUTRAL] 46.
[AGENT][NEUTRAL] 966.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, so I will wait if in case I don't receive it, I can call again, yeah?
[AGENT][NEUTRAL] Um, so I will say that per our policy, uh, we allow 30 days of the issue date. If you haven't received it after 30 days of the issue date, then you can give us a call and we'll get it voided and reissued.
[CUSTOMER][POSITIVE] Alright, no problem, thank you so much for your time, [PII].
[AGENT][NEUTRAL] Alright, of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nothing else, thank you.
[AGENT][POSITIVE] Alright yeah thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thanks. Bye-bye.