AccountId: 011433970860
ContactId: 3bbd5451-33b2-4414-8941-ab7edb9f2395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304489 ms
Total Talk Time (AGENT): 90568 ms
Total Talk Time (CUSTOMER): 65779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3bbd5451-33b2-4414-8941-ab7edb9f2395_20250324T17:11_UTC.wav
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[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'm calling to get status of a patient's claim.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's I'm sorry [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and do you have the patient name or patient policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] It would be for [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And what were those bill charges?
[CUSTOMER][NEUTRAL] The total bill amount was $215.
[AGENT][NEUTRAL] OK, it looks like we processed that on.
[AGENT][NEUTRAL] [PII] and it looks like it was paid on [PII], we made a payment of $75.
[CUSTOMER][NEUTRAL] And was that via paper check?
[AGENT][NEUTRAL] Yes, that was.
[CUSTOMER][NEUTRAL] May I have the check number please?
[AGENT][NEUTRAL] Check number is 2021982.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you be able to tell me if it's um the check is still outstanding?
[AGENT][NEUTRAL] Uh, yes, let me check that.
[AGENT][POSITIVE] Uh, yes, it looks like it's still outstanding.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] May I have the address where the check was billed to please?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, that was file number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Would you be able to fax me a copy of that EOB by any chance?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Does that need to go to your attention?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and also I do wanna mention our portal um is [PII]. You can also grab any explanation of benefits off of that portal, um, and download those immediately so.
[CUSTOMER][NEUTRAL] I'm sorry, what was that website again?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh yes, may I just have the claim number?
[AGENT][NEUTRAL] Yes. Um, that is 354-925-4.
[CUSTOMER][NEUTRAL] 4 and the reference number for our call [PII].
[AGENT][NEUTRAL] Um, that will be my name, [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Today's date great thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.