AccountId: 011433970860
ContactId: 6d23e682-df98-4509-aa2a-dff99947e95d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310480 ms
Total Talk Time (AGENT): 105698 ms
Total Talk Time (CUSTOMER): 88986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6d23e682-df98-4509-aa2a-dff99947e95d_20241230T18:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] and I need your help regarding the claims.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have that and the policy reference number is 02107.
[CUSTOMER][NEUTRAL] 256.
[AGENT][POSITIVE] All right, thank you for that. One moment, please.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII] and date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for that. What is the date of service?
[CUSTOMER][NEUTRAL] The service, [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] So the bill amount for this patient is going to be $16,178 even.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim and a benefit payment was sent in the amount of $250.
[CUSTOMER][NEUTRAL] OK, can I get the uh claim number and the date when this was processed?
[AGENT][NEUTRAL] Uh, the claim number is 35 3159919.
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can I have the check number and the amount on the check and how for how much it was paid?
[AGENT][NEUTRAL] Uh, the check number is 1722.
[AGENT][NEUTRAL] 730.
[AGENT][NEUTRAL] It was a single single paper check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount of the check was for $250.
[CUSTOMER][NEUTRAL] OK, I got it. And the date on the check and uh please help me when it was cleared.
[AGENT][NEUTRAL] Uh, so the issue date was [PII].
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] Um, and let's see.
[AGENT][NEUTRAL] It doesn't show me a date. It is, it has been cashed though.
[CUSTOMER][NEUTRAL] OK, no problem. Uh, can you please repeat the date on the check? It's uh [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you please uh provide me the EOB for that paid amount on my fax number?
[AGENT][POSITIVE] Yeah, absolutely. What is a good fax number to send it to?
[CUSTOMER][POSITIVE] Uh thank you very much.
[CUSTOMER][NEUTRAL] Uh, it's going to be 214.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm that was [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK. Uh, so I'm sending that now, should be there in about 5 minutes. Is there anything else I can check on for you here today?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you very much, and [PII], can you please help me with the
[CUSTOMER][NEUTRAL] Uh, call reference number.
[AGENT][NEUTRAL] Call reference would be my name with my last initials and today's date. My name again is [PII] spelled [PII] The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you, sir. That's all for today. I really appreciate it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Have a great day. Mhm.
[CUSTOMER][POSITIVE] Great bye take care.