AccountId: 011433970860
ContactId: 6112a56b-29aa-40f4-a1b6-fd5a438e8b4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212649 ms
Total Talk Time (AGENT): 100574 ms
Total Talk Time (CUSTOMER): 67116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6112a56b-29aa-40f4-a1b6-fd5a438e8b4d_20250307T17:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi this is [PII]. I was just hoping to check on the status of the claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02507344.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oops on screen sorry.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It was for [PII] for the amount of 516.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, looks like this is for pano by wings and some PAs.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, an exam? OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Darn it, I didn't write it down. Give me one moment. I'm sorry, I'm just having a day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm sure yeah it's OK.
[AGENT][NEUTRAL] Uh, it did show that claim processed on [PII] and the check was mailed in the amount of 334.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and then do you have the check number?
[AGENT][NEUTRAL] Uh yes, ma'am. It's 203-0085.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 85 perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was mailed on [PII].
[AGENT][NEUTRAL] It was processed, well, uh, it was processed on the [PII], so it went out the next business day, which was the [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And 3.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It don't show it's cleared yet, but um, it was mailed out on the [PII]. It was processed on the [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, and then would you be able to, would an EOB be attached to the check as well?
[AGENT][NEUTRAL] Yes, ma'am. And uh we do have an online service center where providers can check claim status as well as print out the EOB if you like, and that's at [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That that was [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And then can I just get the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And then I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect. All right. All right. Thank you so much for your help.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APM Ms. [PII]. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.