AccountId: 011433970860
ContactId: 2a2fd6d1-debe-4e67-83fe-8550a1057d81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293130 ms
Total Talk Time (AGENT): 111042 ms
Total Talk Time (CUSTOMER): 92049 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2a2fd6d1-debe-4e67-83fe-8550a1057d81_20250107T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hi, uh, this is [PII] calling for providers office to check on a claim status.
[AGENT][NEUTRAL] Sure, [PII], I can help you with the claim status. May I please have your call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh, the callback number is [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the provider or facility you're calling from, please?
[CUSTOMER][NEUTRAL] Yes, it's uh endoscopic anesthesia group.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the policy certificate or member ID [PII]?
[CUSTOMER][NEUTRAL] Yes, so the member ID is 1941642.
[AGENT][POSITIVE] Thank you [PII] just give me one moment to pull up that policy.
[AGENT][NEUTRAL] And may I please have you verify patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, so the patient's name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service and the amount on the claim, please?
[CUSTOMER][NEUTRAL] Yes, sir. The date of service is on [PII] with the total bill amount of $700 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just give me one moment to search the claims please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And it's $700 even for 99 2024.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, just give me one moment back to pull a claim image.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we received that claim on 12-26-24?
[CUSTOMER][NEUTRAL] OK, 1226 24.
[AGENT][NEUTRAL] Uh, claim number 35.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 679.
[CUSTOMER][NEUTRAL] 679.
[AGENT][NEUTRAL] And the claim was finalized on [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] And well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we made a benefit payment of $131.59.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like that check number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 20.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 490.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the payee, just give me one moment I'll give you that information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, endoscopic anesthesia group. It went to [PII].
[CUSTOMER][NEUTRAL] Uh, that's, that's I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you for that. Uh, may I have a check?
[AGENT][NEUTRAL] And again that
[AGENT][POSITIVE] Yep, I'm sorry?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] May I have the issue date of the check?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you for that information.
[AGENT][MIXED] It may not have reached you just yet. It does show it's outstanding, but again that uh issue date was [PII].
[CUSTOMER][NEUTRAL] she's just.
[CUSTOMER][NEUTRAL] And she was.
[CUSTOMER][NEUTRAL] Thank you for that. Sorry, uh, I have missed your name. Uh, could you please repeat your name?
[AGENT][NEUTRAL] Certainly, um, the call reference number today's call [PII] would use my name in today's date and it's [PII] my last initial [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, uh, [PII], that's all for the day. Thanks for your assistance.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you bye bye.