AccountId: 011433970860
ContactId: 4092454a-6802-4556-bd68-c084e2ddbfd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330850 ms
Total Talk Time (AGENT): 82678 ms
Total Talk Time (CUSTOMER): 97216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4092454a-6802-4556-bd68-c084e2ddbfd9_20250324T18:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from the office. I'm checking for claims, uh.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][POSITIVE] Yes, I have a good callback number. It's [PII].
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number of the patient is 00994158.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK, do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] For $265.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] And who is the provider on that?
[CUSTOMER][NEUTRAL] Um, it's for [PII].
[AGENT][NEUTRAL] Um, what type of service was that?
[CUSTOMER][NEUTRAL] Um, it's an office visit 9920.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Soul urgent care.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it looks like we paid that we received it on [PII].
[AGENT][NEUTRAL] That was paid on [PII].
[AGENT][NEUTRAL] Pay the amount of $50.
[CUSTOMER][NEUTRAL] Same number.
[AGENT][NEUTRAL] Claim number is 3549494.
[CUSTOMER][NEUTRAL] 3549494. OK, what's the mode of payment?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, paper check and check number is 2021978.
[CUSTOMER][NEUTRAL] 2021978.
[AGENT][NEUTRAL] 1978, yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's a single check, right? The issue date.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you have a cash it?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] you get
[AGENT][POSITIVE] Uh, I show it's still outstanding.
[CUSTOMER][POSITIVE] Like it
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, may I know which address it was sent to?
[AGENT][NEUTRAL] Uh, it was sent to [PII].
[CUSTOMER][NEUTRAL] I'm moving.
[AGENT][NEUTRAL] That's [PII] or [PII].
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] [PII] or [PII], sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, how long the check is valid?
[AGENT][NEUTRAL] 120 days.
[CUSTOMER][NEUTRAL] Miss your date, right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh name?
[AGENT][NEUTRAL] The my name?
[CUSTOMER][NEUTRAL] And before that, it's in a single check, right? For $50?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the check number is 2021978.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Yes, I'm still on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have your name and the reference number?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII]
[AGENT][NEUTRAL] Last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, other than that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.