AccountId: 011433970860
ContactId: 4e733117-f16c-41fb-884c-19f928297a3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205919 ms
Total Talk Time (AGENT): 94299 ms
Total Talk Time (CUSTOMER): 60980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4e733117-f16c-41fb-884c-19f928297a3b_20250303T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Last name initial [PII]. I'm calling from Eagle's Landing OBGYN. I'm calling regarding a letter that we got for a patient's claim.
[AGENT][NEUTRAL] OK, I can help you with the claim um of a patient, Miss [PII], and what is your um callback number and the name of the facility that you're calling from, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's Eagle's Landing OBGYN.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh first name is [PII], that's [PII] Last name [PII]
[CUSTOMER][NEUTRAL] And you said her date of birth, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] OK, and then her policy number, please?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] 02569363
[AGENT][POSITIVE] Thank you ma'am and let me go ahead and pull up her policy real quick.
[AGENT][NEUTRAL] OK, and you said that you received the letter, so can I get the um claim number that's on the letter?
[CUSTOMER][NEUTRAL] Yeah, that is gonna be 355-6847.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[AGENT][NEUTRAL] OK, and what are the questions you had about the claim?
[CUSTOMER][NEUTRAL] I just wanted to know if there's any update before I call the patient to see if you guys had verified the eligibility or not.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] I'm showing that it was paid $75 with check number 2,025,100.
[AGENT][NEUTRAL] And let me see if there's any remarks.
[AGENT][NEUTRAL] So with that payment, the maximum routine health screening benefit was exhausted for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, because the letter has stated that you guys were waiting for information from the from the employer, so I was just making sure.
[AGENT][NEUTRAL] Yes, um, sometimes, yes.
[CUSTOMER][NEUTRAL] And you said
[AGENT][NEUTRAL] Yes, sometimes, um, that happens we have to verify the eligibility but they check them every single day, so you were good to call and see if it was updated because it did pay the $75 with check number 2,025,100 and it was paid to Eagles' Landing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect that's everything I need thank you so much you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.