AccountId: 011433970860
ContactId: 37b2db29-d6bb-4b3e-8076-6a22c308cac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332410 ms
Total Talk Time (AGENT): 125635 ms
Total Talk Time (CUSTOMER): 91245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/37b2db29-d6bb-4b3e-8076-6a22c308cac5_20250113T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Swedish Medical Center and I'm checking claims, yeah, I'm checking claim status on a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with claims Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02567762
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And you say you need claim status?
[CUSTOMER][POSITIVE] Yeah, and you're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is [PII] for $227,142.99.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If I can find this claim for you. For future, you can check claim status online through our website at [PII] and that's just optional. Um, and let's see.
[AGENT][NEUTRAL] This can be this one.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me pull that EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So it looks like we processed this claim on [PII] and we send a benefit amount of $800 to the provider.
[CUSTOMER][NEUTRAL] The claim number.
[AGENT][NEUTRAL] Claim number is 354-8760.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] You said it was 354 what?
[AGENT][NEUTRAL] 354-876-0
[CUSTOMER][NEUTRAL] And the date it was received.
[AGENT][NEUTRAL] Um, let me check on that. That's not on the AB one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, it was received on [PII], processed [PII].
[CUSTOMER][NEUTRAL] See right there.
[CUSTOMER][NEUTRAL] Pros on [PII], is that a check number?
[AGENT][NEUTRAL] Yes, the check number is a single check paper check, and that's 2021886.
[CUSTOMER][NEUTRAL] And was that set on [PII] also or after [PII]?
[AGENT][NEUTRAL] Um, the check was sent together with the EOB. Um, now, it went out on the next business date from the [PII], so, um, let me get that.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, the length, OK, no problem. And what is the patient portion?
[AGENT][NEUTRAL] Any remaining balance will be patient's responsibility. This is a limited policy, so it pays a flat amount.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll for the remaining balance. We're gonna need to help her with that.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] We try to get on my assistance because there's a lot.
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Alright, and was it sent to a lockbox in [PII]?
[AGENT][NEUTRAL] Um, let me see where it's sent to.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, I appreciate your help and is there a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh no, but I do appreciate your help thank you.
[AGENT][POSITIVE] You're welcome. No problem, Ms. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.