AccountId: 011433970860
ContactId: 2ca36c80-8521-4207-a1b7-4f246e459d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184460 ms
Total Talk Time (AGENT): 96689 ms
Total Talk Time (CUSTOMER): 49827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/2ca36c80-8521-4207-a1b7-4f246e459d94_20250110T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to check claim status, please.
[AGENT][POSITIVE] Yes ma'am. I'll be glad to help you. Go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] My name is [PII]. I have ID 0248052 ML8.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] The patient is Noelia or or masabal and date of birth [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, Mar. It looks like Noelia is a dependent on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Data service
[CUSTOMER][NEUTRAL] Data service 1011 24 total charge 6,414.
[AGENT][NEUTRAL] All righty. Thank you for that. Give me just a moment. Let's see. Is it from the facility?
[CUSTOMER][NEUTRAL] Correct. Baptist Health Surgery Center at [PII].
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Yes, ma'am, it looks like there has been a payment of $750 made on this claim, that is the max benefit payable per calendar day benefits. So have you received that check for $750 yet?
[CUSTOMER][NEUTRAL] Let me take a look real quick.
[AGENT][NEUTRAL] Let's see what day it printed on.
[CUSTOMER][NEGATIVE] You know what, we may have, and I think they posted it as an AMed payment in error.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Can you provide a claim number for me?
[AGENT][NEUTRAL] Yes, ma'am, claim number 3,531,230.
[AGENT][NEUTRAL] We'll see what day this check was printed, so we'll, I'll see if it's cash. It has been cashed.
[CUSTOMER][NEUTRAL] OK. Can you give me the track number and the clear date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, your check number is 2014309.
[AGENT][NEUTRAL] And this check was cashed on [PII]. Check is dated [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And well, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's spelled [PII] and is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APO. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Bye-bye. You too.