AccountId: 011433970860
ContactId: 42133996-79b9-4bc5-9bd3-ddf8210167c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245449 ms
Total Talk Time (AGENT): 45251 ms
Total Talk Time (CUSTOMER): 83679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/42133996-79b9-4bc5-9bd3-ddf8210167c1_20250314T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was just needing assistance with the claim.
[AGENT][POSITIVE] I'd be happy to assist if I can get a good contact number for you.
[AGENT][NEUTRAL] Do I have a good call back number for you?
[CUSTOMER][NEUTRAL] Uh yes ma'am it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I had that sorry.
[CUSTOMER][NEUTRAL] It's 02556601.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Information
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks as though a payment was made.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, I'm showing the payment was made in the amount of $221.80.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, I feel like because we received um.
[CUSTOMER][NEUTRAL] From insurance, we are awaiting information to confirm eligibility for benefits.
[CUSTOMER][NEUTRAL] Upon receipt of this info you'll continue processing your claim. So was the claim just recently processed for that payment?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] February
[CUSTOMER][NEUTRAL] It was that in like a single payment or a bulk payment?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Single payment
[CUSTOMER][NEUTRAL] And it hasn't been cleared yet, is that correct?
[AGENT][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] No, it hasn't cleared yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I believe on the EOB that we received.
[CUSTOMER][NEUTRAL] This was dated on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, that's
[AGENT][NEUTRAL] And then the payment and then two days later after we received premium we went back in process and we made that payment on the [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It was your premise, OK, on the [PII], OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, that's all just I needed to confirm for that one. Thank you. I appreciate your help. Um, do I have a reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No ma'am, that'd be it I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.