AccountId: 011433970860
ContactId: 342b9cde-29a7-44e6-b741-896f3341adde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220050 ms
Total Talk Time (AGENT): 120831 ms
Total Talk Time (CUSTOMER): 51049 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/342b9cde-29a7-44e6-b741-896f3341adde_20250107T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes, I'm calling for claim status for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with claim status. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] [PII]. Thank you. What is the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] 1967205
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status for [PII]. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Data service is 11-19 24.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Austin Endoscopy Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, thank you. We did receive that claim. Claim was received on, come on computer. There we go, come on, uh, received on [PII] and the claim was also processed on [PII] with a payment of $1970.61 coming to Austin Endoscopy Center.
[CUSTOMER][NEUTRAL] And is there a claim number?
[AGENT][NEUTRAL] Claim number is 3541711.
[CUSTOMER][NEUTRAL] And is there any payment details?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do have a check number. Would you like that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The check number is 201.
[AGENT][NEUTRAL] 84
[AGENT][NEUTRAL] 76.
[CUSTOMER][NEUTRAL] And was that mailed or was it ET check?
[AGENT][NEUTRAL] Mhm. Yes, that is a single paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I give you the mailing address to confirm it.
[AGENT][POSITIVE] Yeah, let me get that pulled up for you.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That is the address the check was mailed to.
[CUSTOMER][POSITIVE] Alright [PII], well thank you so much. Is there a reference number for our call?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII], it was a pleasure to assist you with that claim status. If you need that EOB prior to receiving it by mail, we do have a provider portal at [PII].
[CUSTOMER][NEUTRAL] OK. And you said there wasn't, there was not any patient responsibility it was paid.
[AGENT][NEUTRAL] We don't determine patient responsibility. We only pay toward the deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Makes sense. OK. Well, thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a wonderful day and stay warm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.