AccountId: 011433970860
ContactId: 360f52bf-a4a9-4d46-a83f-27afdf6fdce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1268239 ms
Total Talk Time (AGENT): 208935 ms
Total Talk Time (CUSTOMER): 196679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/360f52bf-a4a9-4d46-a83f-27afdf6fdce1_20250502T17:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi. My name is [PII]. To get the claim status?
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, [PII]. All right. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy ID is 02509981.
[AGENT][NEUTRAL] OK, thank you. And um what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Women's Care of Florida LLC.
[AGENT][POSITIVE] That's good. OK.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] The last name is
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh yeah. The date of service is month since [PII]. The total $20 even.
[AGENT][NEUTRAL] I'm sorry, you was breaking up. You said [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes, that's right, ma'am. And the total is $21 each.
[AGENT][NEUTRAL] OK, and how much?
[AGENT][NEUTRAL] $21 even. OK. Thank you. Let me see if I can find this claim. For future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is the procedure code. Nora?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's just 36415.
[AGENT][NEUTRAL] OK, let me look into this one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm waiting on the system, OK.
[CUSTOMER][POSITIVE] Uh yes, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. So it looks like we processed this claim on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of $3.78 to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you need the claim number or the check number or what information do you need?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. Uh, can I get the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 354-92777.
[CUSTOMER][NEUTRAL] It's like OT, ma'am.
[AGENT][NEUTRAL] Is a single check a paper check?
[CUSTOMER][NEUTRAL] Mhm. And can I get the check number?
[AGENT][NEUTRAL] Oh sure. The check number is.
[AGENT][NEUTRAL] 2021968.
[CUSTOMER][NEUTRAL] Thank you. The check has been cleared or is it to be cleared?
[AGENT][NEUTRAL] Let me check the system for that. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. OK, it looks like it's still showing outstanding.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you. And can you please write the check right sir?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, you said a check tracer?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] What I can do is have a request for uh for it to be traced but uh we don't have a way of doing it here. I'll have to send it over.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you so much. And I do have um another different patient. Can you please help me out today?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] How many more patients do you have?
[CUSTOMER][NEUTRAL] Um, I do have the, another one that's it.
[AGENT][NEUTRAL] OK. OK, give me just a second. Let me go ahead and finalize the note on this one. You don't need any other information on this one?
[CUSTOMER][NEUTRAL] OK got you.
[CUSTOMER][NEUTRAL] Uh, uh, no, ma'am. That's it for today.
[AGENT][NEUTRAL] OK. OK, thank you, one moment.
[CUSTOMER][NEUTRAL] I mean, that's it for the patient. Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK it's gonna be one more minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So the next policy ID is
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 015
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. The patient name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, yes, just a second.
[CUSTOMER][NEUTRAL] [PII]. And the total is $1,279 even.
[AGENT][NEUTRAL] [PII] for 1,279.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Mhm. Yes, that's right, ma'am. Now 15. Yes, that's right.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] OK, let me check this one. What is the procedure code?
[CUSTOMER][NEUTRAL] Superficial.
[CUSTOMER][NEUTRAL] Just a second. It is like 55522?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like we processed this one on [PII] and we send a benefit amount of $626.22.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You need the claim number on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Yes, that's right, ma'am.
[AGENT][NEUTRAL] That is 3541614.
[CUSTOMER][POSITIVE] Thank you. And can I get the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's paid through check, right?
[AGENT][NEUTRAL] Yes, it's a check, paper check, single check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The address, it shows uh [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And can I get the payment date, ma'am?
[AGENT][NEUTRAL] It's the same as the process date, [PII].
[CUSTOMER][NEUTRAL] Mhm. And can I get the check, uh, release date, I mean, check your date?
[AGENT][POSITIVE] OK, looks like it's still outstanding.
[CUSTOMER][NEUTRAL] OK, so this one also, can you please uh
[CUSTOMER][POSITIVE] Check for you, ma'am.
[CUSTOMER][NEUTRAL] It is the most um um.
[CUSTOMER][NEUTRAL] 3, I mean 3 to 4 months, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the check, the check is not released, right? So can you please, um,
[CUSTOMER][NEUTRAL] Do I see check for you, sir?
[AGENT][NEUTRAL] OK, sure, I can check and see if it's not clear so they can reissue it.
[AGENT][NEUTRAL] Mm, let me go ahead and put you on a hold so I can go ahead and take care of that. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no worries. No, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you Ms. [PII]. OK, I went ahead and send the request for the check to be reviewed, canceled, and we should if needed, OK?
[CUSTOMER][POSITIVE] Yeah, thank you so much for that information, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And yeah, thank you so much. And that's it for today.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Uh yes, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.