AccountId: 011433970860
ContactId: 4a9c883a-3775-44f6-a980-ee904ba705c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288549 ms
Total Talk Time (AGENT): 84459 ms
Total Talk Time (CUSTOMER): 60602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4a9c883a-3775-44f6-a980-ee904ba705c3_20250217T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from providers office checking on claim status. Could you please help me with that?
[AGENT][POSITIVE] I can help you with that. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there an extension or is that a direct line?
[CUSTOMER][NEUTRAL] It's a direct line.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah. It's 022.
[CUSTOMER][NEUTRAL] 79404
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Any.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what date of service were you calling about? You were needing claim status?
[CUSTOMER][NEUTRAL] Yeah, it's August.
[CUSTOMER][NEUTRAL] 32024 and the bill amount $83 even.
[AGENT][NEUTRAL] OK, I'll look that up for you just a moment.
[AGENT][NEUTRAL] And do you know what the procedure code was on that claim?
[CUSTOMER][NEUTRAL] Yeah, it's 99462.
[AGENT][NEUTRAL] And the total bill charge?
[CUSTOMER][NEUTRAL] $83 even.
[AGENT][POSITIVE] That's right, I'm sorry. You told me that, I'm sorry.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] OK, we paid $47.03 on that claim.
[CUSTOMER][NEUTRAL] OK. May I know when the claim was received and processed?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was received 127 25.
[AGENT][NEUTRAL] And it was processed 129.
[CUSTOMER][NEUTRAL] And may I know how it was paid?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] And the check number
[AGENT][NEUTRAL] 202-5113.
[CUSTOMER][NEUTRAL] Thank you. May I know when the check was issued and cleared?
[AGENT][NEUTRAL] Hold on one moment. The check was issued 2925.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The check was issued 12925.
[CUSTOMER][NEUTRAL] And cleared on.
[AGENT][POSITIVE] It is still outstanding.
[CUSTOMER][NEUTRAL] And may I know the pay to address?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Yeah. Thank you for providing this information.
[CUSTOMER][POSITIVE] That's all for the day. Have a good day.
[AGENT][POSITIVE] Thank you, A America, for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye bye.