AccountId: 011433970860
ContactId: 2fbbe947-79e3-49dd-bc37-60888c66c27a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295660 ms
Total Talk Time (AGENT): 109602 ms
Total Talk Time (CUSTOMER): 86870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2fbbe947-79e3-49dd-bc37-60888c66c27a_20250211T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling to check for a status of a claim.
[AGENT][NEUTRAL] OK, I can check in a claim for you. Um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that would be [PII] and can I have the first initial of her last name as well?
[AGENT][NEUTRAL] Sure, it's A
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I said, do you have that uh policy number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah, I do have your 02286385 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] That would be [PII], date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] 6:13 OK and then uh do you have the bill amount?
[CUSTOMER][NEUTRAL] Yeah, that would be $1,646 even.
[AGENT][NEUTRAL] Got it. OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Uh, like
[AGENT][NEUTRAL] Uh, what was the name of the, uh, provider's office? I'm sorry.
[CUSTOMER][NEUTRAL] That would be JMG specialty physician.
[AGENT][NEUTRAL] OK, um, was it, uh, $750 that was left after, uh, major medical paid?
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] The remaining balance after major medical paid was that $750?
[CUSTOMER][NEUTRAL] Uh, no, $177.76.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Bear with me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] But I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I did find a claim, uh, the total bill charges was, it was excuse me, $1,646 even, uh, we paid a benefit of $500 for that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have the received date and the process date, please?
[AGENT][NEUTRAL] Of course, one moment.
[AGENT][NEUTRAL] Uh, we received that claim [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it was the $500 even, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is it paid through EFT or check?
[AGENT][NEUTRAL] It was a check. Um, if you'll give me one moment, I'll get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, did you need the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is 349-8160.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that check number I've got is 18.
[AGENT][NEUTRAL] 70
[AGENT][NEUTRAL] 328.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this check was issued [PII].
[AGENT][NEUTRAL] And I am showing it did clear [PII].
[CUSTOMER][NEUTRAL] Mhm, is there a bulk amount?
[AGENT][NEUTRAL] It was a single check of $500.
[CUSTOMER][NEUTRAL] OK. Yeah, can I get a reference number, please?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh, did you need me to send you a copy of this EOB or anything?
[CUSTOMER][POSITIVE] Uh, no, I will be, uh, no worries. Yeah, I think I've got all the information. Thank you. Have a great day. Goodbye for now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, thanks for giving us a call you too bye bye.