AccountId: 011433970860
ContactId: 599a4876-64d0-4d2b-a192-aa88762d9a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258399 ms
Total Talk Time (AGENT): 116258 ms
Total Talk Time (CUSTOMER): 83757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/599a4876-64d0-4d2b-a192-aa88762d9a05_20250319T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling from the provider's office to check on claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 1659645
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] It will be [PII] with the total charge of $724.12.
[AGENT][NEUTRAL] I'm sorry, what month was it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This process under claim number 3576379 looks like a benefit amount of $60 processed to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like the claim number, can you just repeat it? 3576379?
[AGENT][NEUTRAL] 357-6379
[CUSTOMER][NEUTRAL] OK the allowed amount and the paid amount is $60 right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And, and it's paid through EFT or a check?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] And what is the check number?
[AGENT][NEUTRAL] Check number is
[AGENT][NEUTRAL] 2033215.
[CUSTOMER][NEUTRAL] And when the check was issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what's the pay to address on it?
[AGENT][NEUTRAL] It went to Genesis Care USA, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Santah yeah.
[CUSTOMER][NEUTRAL] 30394-7152, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And when, when this claim was received?
[AGENT][NEUTRAL] This claim was received on [PII].
[CUSTOMER][NEUTRAL] And can I just fax this EOB to us?
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]. I will fax this right over.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] And how much time it will take?
[AGENT][NEUTRAL] Just as long as it takes to transmit over, I'm sending it over now.
[CUSTOMER][NEUTRAL] OK. And like, what's, can you just spell your name? It's [PII]?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And when this check was cashed?
[AGENT][NEGATIVE] It just processed 2 days ago. We have to allow 30 days.
[CUSTOMER][NEUTRAL] OK, and what is with the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, I got it, Mo. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.