AccountId: 011433970860
ContactId: 2f2b3157-ce04-4f70-9b90-f6be9d431b1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467269 ms
Total Talk Time (AGENT): 183322 ms
Total Talk Time (CUSTOMER): 112615 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2f2b3157-ce04-4f70-9b90-f6be9d431b1e_20250115T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] calling from provider office checking on claim status.
[AGENT][NEUTRAL] I can help you with the claim status. I'm sorry, may I have you repeat your first name?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Could you please tell me your name once?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Yeah, could you please spell the name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Your initial is?
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have your call back number please in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's the name of the provider or facility you're calling from?
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from provider office.
[CUSTOMER][NEUTRAL] It's Holy Cross Hospital for.
[AGENT][NEUTRAL] Yeah, the
[AGENT][NEUTRAL] OK, Holy Cross, thank you. And what's the policy certificate or member ID please?
[CUSTOMER][NEUTRAL] Yeah, it's 01846260. M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you and just give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you please verify the patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's [PII], and [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, for [PII], what is the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And go ahead with your claim information. What's the date of service and the amount on the claim, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And the charger amount is $15,382 even.
[AGENT][NEUTRAL] OK, and you said September [PII], 2024, is that right?
[CUSTOMER][POSITIVE] Yeah, yeah, it's right.
[AGENT][POSITIVE] Thank you, just one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm gonna pull a claim image so bear with me for just one moment while I do that.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, September 6 2024 $15,382.
[AGENT][NEUTRAL] I do have that claim here.
[CUSTOMER][NEUTRAL] Yeah, 2024 and $15,382 even. Yes, correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we received that claim on 114-2024.
[AGENT][NEUTRAL] The claim number is 35.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] 304.
[AGENT][NEUTRAL] We made a benefit payment of $249.75.
[CUSTOMER][NEUTRAL] This payment is benefits?
[AGENT][NEUTRAL] Yes, it's a benefit of 2424975.
[CUSTOMER][NEUTRAL] Which payment?
[AGENT][NEUTRAL] Would you like that check information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So again the uh process date is [PII].
[AGENT][NEUTRAL] Check number is 20.
[AGENT][NEUTRAL] 12
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 1, I'm sorry, [PII].
[AGENT][NEUTRAL] The issue date is 1 I'm sorry 11-14-2024.
[AGENT][NEUTRAL] And again the check amount single check $249.75. The payee was Holy Cross Hospital.
[CUSTOMER][NEUTRAL] It's a single chair, is right?
[AGENT][POSITIVE] That's right. Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I'm sorry, the issue date was my apologies, the issue date was 11-5-2024, and it does show the check cleared on 11-14-2024.
[CUSTOMER][NEUTRAL] You, you didn't.
[CUSTOMER][NEUTRAL] Issue date is 115.
[AGENT][NEUTRAL] Issued 115, yes.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, the current date is 11:14, 2024.
[AGENT][NEUTRAL] That's when it cleared the bank it looks like that's what the status we have.
[CUSTOMER][NEUTRAL] Yeah. Actually, I did not receive any EOB. Could you please fax through the UOB?
[AGENT][NEUTRAL] The ELP I can fax to you sure.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and it's [PII] is the fax, right?
[CUSTOMER][POSITIVE] Yeah, it's correct. How much time it will take?
[AGENT][NEUTRAL] Um, I can prepare it now. It should just be a few moments. Did you have any other questions?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm sending that fax to you now. Like I said, it should just take a few moments to transmit. I'm sending it to [PII]. That's correct?
[CUSTOMER][POSITIVE] Yeah, yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I'm sending this to you now.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Certainly the call reference number use my name in today's date and again it's ROXY.
[AGENT][NEUTRAL] Last initial L like [PII].
[CUSTOMER][POSITIVE] Yeah, it's correct.
[CUSTOMER][NEUTRAL] Yeah, how much time it will take it will be?
[AGENT][NEUTRAL] Uh, just a few moments. I'm sending it now.
[CUSTOMER][NEUTRAL] A few minutes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's it. Yeah, that's it. Thank you for assisting me. Have a great day.
[AGENT][POSITIVE] You're welcome thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.