AccountId: 011433970860
ContactId: 359f9110-ca8d-4769-b6d0-7c621b796035
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240929 ms
Total Talk Time (AGENT): 100382 ms
Total Talk Time (CUSTOMER): 93699 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/359f9110-ca8d-4769-b6d0-7c621b796035_20250414T16:45_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII]. I'm calling from the provider's office I can claim status of medical.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. And your name I miss out your name.
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and then [PII], did you have that policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 025.
[CUSTOMER][NEUTRAL] 65547.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Date of service is [PII] for $1420 even.
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] And uh [PII], what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] Doctor [PII], Advanced Gastroology of South Florida PA.
[AGENT][NEUTRAL] OK, do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] The tax ID number is [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. I do believe I found this claim. Uh, was the amount after major medical was that $253.24?
[CUSTOMER][POSITIVE] 253. Perfect. Perfect.
[AGENT][POSITIVE] Awesome, yes, OK, so yes, we did receive this claim and we did pay that benefit. Uh, give me just a moment I'll get that check information for you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK well um I'll go ahead and give you that claim number first whenever you're ready.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] OK, that is 357-599-94.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then, uh, so this check, or excuse me, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then that check number is 20.
[AGENT][NEUTRAL] 33
[AGENT][NEUTRAL] 111.
[CUSTOMER][NEUTRAL] 203-311-1, right?
[AGENT][NEUTRAL] Correct, uh, check [PII] and showing it did clear [PII].
[CUSTOMER][NEUTRAL] [PII]. Single or bulk?
[AGENT][NEUTRAL] A single check.
[CUSTOMER][NEUTRAL] In the amount of 25324, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 53.24 check number single clear appreciate. Uh, do you have a reference number?
[AGENT][NEUTRAL] Oh sure, that would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate.
[CUSTOMER][POSITIVE] That would be done for the day. Thank you very much for that.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.