AccountId: 011433970860
ContactId: 4019a5a0-cfba-433b-bd51-66bcca55dc2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716340 ms
Total Talk Time (AGENT): 122708 ms
Total Talk Time (CUSTOMER): 193883 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4019a5a0-cfba-433b-bd51-66bcca55dc2c_20250328T17:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Could you provide me with the spelling of it?
[CUSTOMER][NEUTRAL] Yeah, sure. So it's spelled as [PII]
[AGENT][POSITIVE] Thank you and can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure, the best call back number is [PII].
[CUSTOMER][NEUTRAL] And uh the member's ID number it's [PII].
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth for me and I'll be able to assist you with the claim status.
[CUSTOMER][NEUTRAL] Yeah, sure. So the patient's name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I have the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, so the date of service is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] And what is your procedure code?
[CUSTOMER][NEUTRAL] This is for 766-42?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII].
[AGENT][NEUTRAL] There was a payment of $77.65.
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I didn't get the process date. Could you please help me with that?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] Was it paid through check or an EFT?
[AGENT][NEUTRAL] There was a payment of $77.65 made on this claim. Would you like the check number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Check number is 1869217. That's 1869217.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Location.
[CUSTOMER][NEUTRAL] Alright, could you please help me with the claim number?
[AGENT][NEUTRAL] The claim number is 349-5453. It's 349-545-3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check was issued on?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ira.
[CUSTOMER][NEUTRAL] Was it a bulk or a single?
[AGENT][NEUTRAL] Single 2.
[CUSTOMER][NEUTRAL] Just tell me one.
[CUSTOMER][NEUTRAL] And the pay to address?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The pay to address is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] zip code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Give me one moment. I'm pulling up the check to verify.
[AGENT][NEUTRAL] 75266
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 75266.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, and could you please help me with a clear date of the check?
[AGENT][NEGATIVE] There is no clear date.
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] You have provided the check number.
[CUSTOMER][NEUTRAL] 1869217
[AGENT][POSITIVE] Um, that's correct.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEGATIVE] But the check was issued on [PII]. We have already crossed the 30 days and uh it's almost crossed 60 days of clear date as well. Could you please cancel this check and reissue a new one?
[AGENT][NEUTRAL] Sure, I can send this over to finance to verify if it has been cashed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I place you on a brief hold.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[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 so I've sent that information over to the finance department. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, I do have a one more claim for the same patient for the different date of service.
[CUSTOMER][NEUTRAL] I mean the different charge ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the next date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] But the total charge amount of $203 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] is no claim on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] For the charge amount, $203 there is no claim on file?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is this number active on data of service?
[AGENT][NEUTRAL] The the member was active.
[CUSTOMER][NEUTRAL] Effective from?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the claim's mailing address?
[AGENT][NEUTRAL] Claims mailing address will be addressed to American Public Life Claims Department.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK thank you attention to claims department.
[CUSTOMER][NEUTRAL] Alright, timely filing limit.
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] We don't provide those Hopson, but you can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for providing that information and thank you. Hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.