AccountId: 011433970860
ContactId: 5f31b532-9501-4342-8635-df253f62dad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441929 ms
Total Talk Time (AGENT): 101278 ms
Total Talk Time (CUSTOMER): 137258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5f31b532-9501-4342-8635-df253f62dad1_20250612T14:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for Julie Brins Complete Family Healthcare to check on the payment deposit details. Please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, sir, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] direct line.
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is D as in Delta 41601817.
[AGENT][NEUTRAL] Um, that's a policy number with 90 degree benefits, but we do some of their policies. Um, what's the last name of the patient?
[CUSTOMER][NEUTRAL] Yes, last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII], and actually we do have one more policy number under this patient.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. Uh, it is 02583320.
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is data service to [PII] and bill amount.
[CUSTOMER][NEUTRAL] $195 even.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh looks like we received the claim on 37-25 process 314-25.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we made a payment of 100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I know the method of payment?
[AGENT][NEUTRAL] A single check
[CUSTOMER][NEUTRAL] Mhm. Can I get a check number and the date?
[AGENT][NEUTRAL] My number is 203303-1.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The issue date was the process date.
[CUSTOMER][NEUTRAL] 3:14 got it. Can I get a check for you, uh-huh.
[AGENT][NEUTRAL] 3 14 2
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, you needed the address it was sent to, or?
[CUSTOMER][NEUTRAL] Yeah, can I get the clear date and pay your address?
[AGENT][NEUTRAL] The date is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Pay to address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there should be from the PO box number. It is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. And can I get a check paid amount whether it is a single or bulk?
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yeah, can I get the check paid amount whether it is a single payment or a bulk amount? Can I get the check amount?
[AGENT][NEUTRAL] The check amount is $25.
[CUSTOMER][NEUTRAL] Oh, let's just
[CUSTOMER][NEUTRAL] Uh, so the check paid amount is $25.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, you never should, we should receive $75 for this claim. Uh, by any chance, do you have this someone on your side?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, it never shows uh just uh check amount is $75. Do you have that amount?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me pull up the EOB. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK. I don't know. Uh, I'm gonna need to send it back through cause I don't know, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Doesn't have a check amount, but it has a paid amount, but that's, there's no check and it's denied as a duplicate, so I'm not sure what happened on the claim.
[AGENT][NEUTRAL] Um, so I'll just send it back through to our claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Uh, was it under the claim number 3576039?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So I'll have to send that charge back through.
[CUSTOMER][NEUTRAL] Uh, so when
[AGENT][NEUTRAL] For processing.
[CUSTOMER][NEUTRAL] Mhm. So, when will be the right time to call you back for payment information for this claim?
[AGENT][NEUTRAL] I'd allow 7 to 10 business days.
[CUSTOMER][NEUTRAL] 7 to 10 business days, got it.
[CUSTOMER][POSITIVE] Mm meeting business yes.
[CUSTOMER][NEUTRAL] Got it. And could you please say your name and can I get the call reference number?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII]
[AGENT][NEUTRAL] And first initial to last name, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then my name in today's date is the call reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. All right. Uh, that's all. Thank you for the information. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Yes, thank you, bye bye.