AccountId: 011433970860
ContactId: 34e91ab9-a3a0-4f8f-8446-c887a6a6291c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192229 ms
Total Talk Time (AGENT): 51638 ms
Total Talk Time (CUSTOMER): 48261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/34e91ab9-a3a0-4f8f-8446-c887a6a6291c_20250617T16:55_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I needed to follow up on a claim for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is 02518263.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] It is [PII]. Total bill amount is $3,553.
[AGENT][NEUTRAL] OK, looks like that policy you gave me was effective 8124. Let me pull up the policy number before that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, looks like we received that, um, on 5-9-25 and we paid it on [PII], and that was paid to the member.
[CUSTOMER][NEUTRAL] Uh, it was paid to the member on what day?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And do you have the amount?
[AGENT][NEUTRAL] Uh 22,000.
[CUSTOMER][NEUTRAL] That was paying.
[CUSTOMER][NEUTRAL] 2000.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will, um, is there any way that I could get like a remittance or an EOB faxed to me showing that?
[AGENT][NEUTRAL] Uh, well, it was submitted by the insured, so we don't send out provider EOBs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it was paid to the member $2000 even. Great. And then can I have a call reference number?
[AGENT][NEUTRAL] Uh, it's my name is [PII]. First initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.