AccountId: 011433970860
ContactId: 3cb896f0-f255-4d21-a4f7-eac6f2816878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347730 ms
Total Talk Time (AGENT): 135330 ms
Total Talk Time (CUSTOMER): 123099 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3cb896f0-f255-4d21-a4f7-eac6f2816878_20250219T21:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APS.
[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] So I can assist you with. So your name was [PII].
[CUSTOMER][NEUTRAL] Yeah, my
[AGENT][NEUTRAL] I can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 023.
[CUSTOMER][NEUTRAL] 99,290
[CUSTOMER][NEUTRAL] M as [PII], L as in Lima.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Give me that number one more time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] M [PII], 7.
[AGENT][NEUTRAL] Thank you. And could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Yeah, may I know your good name, please?
[AGENT][NEUTRAL] My name is [PII], could you verify the patient's name and date of birth?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah, sure. One moment.
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The services, [PII] and the bill amount is $610 even.
[AGENT][NEUTRAL] For inpatient services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There was a payment of $385.93 made on that claim.
[CUSTOMER][NEUTRAL] Can you please repeat again?
[CUSTOMER][NEUTRAL] $389.
[AGENT][NEUTRAL] There were
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] $385.93. That's $385.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And 93 cents. Is there any patient responsibility?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][NEUTRAL] Uh, can I get the
[CUSTOMER][NEUTRAL] Yeah, also the claim number.
[AGENT][NEUTRAL] The check number is 2027439. That's 2027439.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. and the check out?
[AGENT][NEUTRAL] I just gave you the amount. Would you like for me to repeat the amount for you again?
[CUSTOMER][NEUTRAL] No. Uh, it's a check account, right? 2027439.
[AGENT][NEUTRAL] That is the check number.
[CUSTOMER][NEUTRAL] No, no. That's the check number, number. Yeah, I'm asking for check out.
[AGENT][NEUTRAL] 202-7439. So I just gave you the check amount. I gave you the paid amount that was made on the claim of 38593 which I repeated several times.
[CUSTOMER][NEUTRAL] Yeah, it's a single, it no, it's a single check, right?
[AGENT][POSITIVE] Yes, there is, that's correct, [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. Thank you. Can I get the check date?
[AGENT][NEUTRAL] And if you can't hear me, could you let me know so that I can repeat the information to you? So the check date is the check was released [PII], I'm sorry, [PII]. It's [PII] is when it was released. We received the claim [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] February.
[CUSTOMER][NEUTRAL] Uh, did the check has been cash?
[CUSTOMER][NEUTRAL] Check cash or not.
[AGENT][NEUTRAL] No, I'm not showing that it's been cashed.
[CUSTOMER][NEUTRAL] OK, sure. Can I get the claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim number [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3562483 that's 3562483.
[CUSTOMER][NEUTRAL] Yeah, OK. Thank you. Uh, can you please, uh, fax me the UV?
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] Sure, what is the fax number?
[CUSTOMER][NEUTRAL] Yeah, one moment. A fax number.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, the fax number is
[CUSTOMER][NEUTRAL] 954
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm not sure if you just gave me 6 3s, then 543. So could you give me the number again?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 954
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4 consecutive 3.
[CUSTOMER][NEUTRAL] 543.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, nothing. Uh, can I get the call reference number?
[AGENT][NEUTRAL] We don't provide those mic, you can use my name and today's date as the reference. Would you like for me to spell my name for you again?
[CUSTOMER][NEUTRAL] Yeah, no. I got the information. I have your name.
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Yeah, you too. Have a great day. Bye-bye.