AccountId: 011433970860
ContactId: 3c9d7ecd-3c70-40b1-85f0-324836a8f6cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269170 ms
Total Talk Time (AGENT): 95929 ms
Total Talk Time (CUSTOMER): 124450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3c9d7ecd-3c70-40b1-85f0-324836a8f6cf_20250219T15:13_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. I'm calling to confirm a claim was received for one of your members.
[AGENT][POSITIVE] OK. I see. And your name is again, I'm so sorry.
[CUSTOMER][NEUTRAL] It's [PII] spelled [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 01783600.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] OK, thank you and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And do you have the data service and amount of the charge?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And that charge amount is $1,834.45.
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] $565.72.
[AGENT][NEUTRAL] 72. OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not show we've received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, I did submit electronic, however, the address I have is [PII] with a payer ID of 60801.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a fax number of [PII].
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and so I did rebuild this claim on.
[CUSTOMER][NEUTRAL] Um, well, wait a minute to see when [PII].
[CUSTOMER][NEUTRAL] Should I give it more time to see if we receive it, or should I go ahead and fax it? Because the Clarion House stated it was received on [PII].
[AGENT][NEUTRAL] 0, 23. 0, it's my fault. I was looking at 24. I'm so sorry. Give me one moment.
[CUSTOMER][NEUTRAL] Oh no, you're fine. I had to look at the data service too as I said it.
[AGENT][NEUTRAL] And uh and you're calling from?
[CUSTOMER][NEUTRAL] A gastrologist consultants. I'm sorry, no, I'm not. Endoscopy Center of Coastal Georgia, where I have 3 places, so I have to remember where I'm calling from and this is with Doctor [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and I apologize. I do show we received that claim and it was processed and a check was mailed out in the amount of 562, I'm sorry, $565.72.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And this was on.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII], so the check was mad out on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do you have a claim number yet?
[AGENT][NEUTRAL] Yes, ma'am. It's 3562861.
[CUSTOMER][NEUTRAL] And just to confirm, um, the check was mailed to [PII]?
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] All right, so lastly, can I get your name again, please, and today's call reference number and that will be it for me.
[AGENT][NEUTRAL] Uh, my name is [PII], and we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.