AccountId: 011433970860
ContactId: 625e7d72-ab66-4ec7-9141-f3a5354ea211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467140 ms
Total Talk Time (AGENT): 146993 ms
Total Talk Time (CUSTOMER): 129524 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/625e7d72-ab66-4ec7-9141-f3a5354ea211_20250317T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm calling regarding the.
[AGENT][NEUTRAL] Hi, [PII]. How can I help?
[CUSTOMER][NEUTRAL] Yeah, I'm calling regarding claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 60.
[CUSTOMER][NEUTRAL] 801.
[AGENT][NEUTRAL] That's actually our payer ID, not the policy number. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yeah, I have a, a name.
[CUSTOMER][NEUTRAL] It's spells
[CUSTOMER][NEUTRAL] Certainly, that's your first name and last name is [PII].
[AGENT][NEUTRAL] Can you spell the first name?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And their last name is [PII]?
[CUSTOMER][NEUTRAL] Uh no, no. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] Yeah, sure, sir.
[CUSTOMER][NEUTRAL] It is $28,364.00.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yeah, it's $12,000.
[CUSTOMER][NEUTRAL] 00 cents.
[AGENT][NEUTRAL] Alright, so it looks like we did receive a claim for the state of service claim was received on [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $800.
[AGENT][NEUTRAL] This was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, this claim has paid.
[AGENT][NEUTRAL] $800 yes, that was the maximum benefit payable for the state of service.
[CUSTOMER][NEUTRAL] Yeah, can I get the pay details?
[AGENT][NEUTRAL] The paid details.
[CUSTOMER][NEUTRAL] Yes, uh, I, this claim has paid through check number or EFT.
[AGENT][NEUTRAL] Yes, it was a single check and the check number is 203.
[AGENT][NEUTRAL] 0033.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those numbers only, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Yeah. Uh, this, when this check has issued,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it is cash or not?
[AGENT][POSITIVE] It's outstanding.
[CUSTOMER][NEUTRAL] Yeah, uh, this has cashed or not. May I know?
[AGENT][POSITIVE] It's outstanding.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] That means it's not cash, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][NEUTRAL] Yeah, can I get the claim number?
[AGENT][NEUTRAL] Claim number is 356-9165.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah. Uh, so, could you please uh verify the uh update to address?
[AGENT][NEUTRAL] The paid to address, is that what you had asked?
[CUSTOMER][NEUTRAL] Yeah, I checked the address.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The check was sent to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, got it.
[CUSTOMER][NEUTRAL] Yeah. Is there any patient responsibility?
[AGENT][NEUTRAL] We're not able to advise on patient responsibility. That's up to the provider facility to bill the patient.
[CUSTOMER][NEUTRAL] Yeah. Uh, it is a single check, right?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Yeah, uh, the paid for single check. That's correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. Yeah. May I know how much time that will take to uh check in cash?
[AGENT][NEUTRAL] Well, it was sent on [PII].
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whenever they receive it, they're able to cash it. I, I can't say when they'll cash it. I'm just saying it has not been cashed at this time.
[CUSTOMER][POSITIVE] Oh yeah, sure. Thank you. So, finally, can I get the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Oh yeah. Thank you. Thank you so much, [PII], for assisting today. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.