AccountId: 011433970860
ContactId: 41179856-9475-4119-b806-719ad6c5d92a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254020 ms
Total Talk Time (AGENT): 111728 ms
Total Talk Time (CUSTOMER): 68728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/41179856-9475-4119-b806-719ad6c5d92a_20250325T17:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII], and I'm calling to check status on a claim.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02295939 MLB as in boy.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] And date of service is [PII] for $5,792.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It is Palmetto Surgery Center.
[AGENT][NEUTRAL] OK, here we go, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim number is 356-7380.
[CUSTOMER][NEUTRAL] 356-738-0
[AGENT][NEUTRAL] Mhm. And on [PII].
[AGENT][NEUTRAL] The claim was paid out to the provider, a total of $234.06.
[CUSTOMER][NEUTRAL] 234 with 6 cents.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there a check number?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So the check number is 202-9268.
[CUSTOMER][NEUTRAL] And that was paid on 224-25.
[AGENT][POSITIVE] Yes, um, and it looks like it's still outstanding. Um, today is just now.
[AGENT][NEUTRAL] Shy of 30 days, so [PII] for 30 days. Um, if you want, I can send this over to Ms. [PII] to check on the check, and if we need to reissue it, we can, um, if you wanted to wait a few, it's up to you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Is there, can you give me, um,
[CUSTOMER][NEUTRAL] It was it sent by mail? I'm pretty sure it was sent by mail.
[AGENT][NEUTRAL] Yes, um, it was a paper check, a single check. It was mailed to [PII]. [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And do you have the exact date of when it was sent out?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Cause I know it's processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, if you can have this, um, checked over with them or whoever it is that you need to send.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, [PII] is going to check on the check. If it has been um cashed and it's cleared, she'll provide a copy of the clear check. If it has not, we'll go ahead and um reissue it to you all for processing.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.