AccountId: 011433970860
ContactId: 5585879e-d0d3-4b7d-bdb9-c40810965863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300920 ms
Total Talk Time (AGENT): 71143 ms
Total Talk Time (CUSTOMER): 88877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/5585879e-d0d3-4b7d-bdb9-c40810965863_20250327T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I'm calling with Access Pro Physical Therapy, and I am just trying to find out I'm missing some, uh, we're waiting on some claims.
[AGENT][POSITIVE] OK, I'm happy to check on some claims for you. Uh, do we have the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thanks.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yeah, I have two patients. The first one, the policy number is 01611720ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK and then date of service.
[CUSTOMER][NEUTRAL] Uh, the first day of service is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then what is the billed amount?
[CUSTOMER][NEUTRAL] Oh shoot, let me go back to this page here real quick, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $238.72.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Do you by chance have an amount after the primary?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I guess
[CUSTOMER][NEUTRAL] Because the primary paid 35.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it would be and then he has a.
[CUSTOMER][NEUTRAL] Do they have a so that I don't know.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] We did get a claim.
[AGENT][NEUTRAL] Um, it looks like the claim, let me give you the date on it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So we did receive a claim on it looks like [PII]. It was processed on the on the [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there was a benefit payment sent in the amount of $15 that looks like.
[CUSTOMER][NEUTRAL] OK, let's 224 for 15.
[CUSTOMER][NEUTRAL] And is that electronically done or is it an actual check?
[AGENT][NEUTRAL] Well it would have been a single check and I can give you that check number too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the check number is 202-9334.
[CUSTOMER][NEUTRAL] 9334 OK.
[CUSTOMER][NEUTRAL] In the amount of for 15.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK, got you, OK.
[CUSTOMER][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] OK, so let me do a little investigating and then I will call back on the other ones then.
[AGENT][NEUTRAL] OK, not a problem, [PII]. Uh, is there anything else?
[CUSTOMER][POSITIVE] OK, all right, I appreciate that no, that's it thank you very much OK bye bye now.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good day.