AccountId: 011433970860
ContactId: 50b66c88-d72d-4126-9f62-780b6130e575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319380 ms
Total Talk Time (AGENT): 141013 ms
Total Talk Time (CUSTOMER): 82248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/50b66c88-d72d-4126-9f62-780b6130e575_20250109T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from an ambulatory surgery center, and I was calling to check the status on a claim, pretty please.
[AGENT][NEUTRAL] Certainly I can help you with the claim status. Can I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII] and what is your callback number in case we get disconnected and I can call you back please.
[CUSTOMER][NEUTRAL] [PII] and that is direct.
[AGENT][NEUTRAL] Thank you [PII] and what is the facility name or provider you're calling from?
[CUSTOMER][NEUTRAL] Brownsville Surgery Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And go ahead with that policy certificate or member ID please.
[CUSTOMER][NEUTRAL] Member ID 2041464.
[AGENT][POSITIVE] Thank you [PII]. Just give me one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I please have you verify a patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and for your claim status data service and the amount on the claim please.
[CUSTOMER][NEUTRAL] [PII] and the total bill amount was $21,698 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And just give me a moment to search claims please.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] [PII], can you tell me this was the facility charges for this claim?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, 1025 2024 21, 698.
[AGENT][NEUTRAL] OK, thank you, just one moment please.
[AGENT][NEUTRAL] OK, do show that claim received date is [PII].
[AGENT][NEUTRAL] Uh, claim number 3540.
[AGENT][NEUTRAL] 525.
[AGENT][NEUTRAL] And that claim was finalized [PII].
[AGENT][NEUTRAL] We made a benefit payment of $1,613.44.
[AGENT][NEUTRAL] Check number is [PII].
[AGENT][NEUTRAL] And again that was finalized [PII], so that would have been the issue date of the check. Did you have any other uh questions?
[CUSTOMER][NEUTRAL] Can I verify which address that the check was sent to? I have our [PII], or was it sent to our physical address, the [PII].
[AGENT][NEUTRAL] OK, that check was sent to the Brownsville Surgery Center at the [PII]. I do show the check has cleared. Um, the status date tells me [PII] was the cleared date or [PII], you know, they issued.
[AGENT][NEUTRAL] Uh, I'm sorry, issue date was, yeah, the [PII] and the status date [PII] shows the check cleared.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Wonderful awesome and is there any way that I could get a copy of the explanation of benefits either faxed or emailed over?
[AGENT][NEUTRAL] I can fax to you [PII] can you uh give me your fax number when you're ready, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and I'm gonna repeat that fax 281-5252.
[AGENT][NEUTRAL] 220.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 525222-002 OK.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Did you have any other questions currently?
[CUSTOMER][NEUTRAL] Uh, if I could just have a call reference number pretty please.
[AGENT][NEUTRAL] Certainly the call reference number is gonna be my name and today's date, my first name [PII]
[AGENT][POSITIVE] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect awesome I appreciate all of your help today. I hope you have a great day and thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling APL and I hope you have a great rest of your day and a great weekend, and I'll send that over to you momentarily.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.