AccountId: 011433970860
ContactId: 6dda16a2-f9ee-4eb5-959f-998c82ebfea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295170 ms
Total Talk Time (AGENT): 97281 ms
Total Talk Time (CUSTOMER): 85582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6dda16a2-f9ee-4eb5-959f-998c82ebfea3_20250123T20:41_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling from the wireless service checking all the time status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status and in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Mhm. Sure. Callback number is [PII] direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Mhm. Sure, patient number is 022.
[CUSTOMER][NEUTRAL] 16876.
[AGENT][POSITIVE] Thank you, and that was 02216876.
[AGENT][NEUTRAL] And that number was
[AGENT][NEUTRAL] 02216876
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Thank you and may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh-huh. Patient name is [PII] and
[CUSTOMER][NEUTRAL] His date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the billed amount of the claim?
[CUSTOMER][NEUTRAL] Sure, date of service on [PII] and the bill amount is $191 even.
[AGENT][NEUTRAL] Thank you. So it's for data service of [PII] 4 $91.
[CUSTOMER][NEUTRAL] Um, yeah, 1921.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Show that claim was received on [PII]. It was processed on [PII]. I show a benefit was issued for $50 and that was the max payable for that data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So the balance $141 is that the patient responsibility?
[AGENT][NEUTRAL] We don't have any involvement in your handling of any remaining claim amounts.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] $50 is the max payable under this coverage.
[CUSTOMER][NEUTRAL] Oh, I should just mention that and do you have a claim number for me?
[AGENT][NEUTRAL] Yes, the claim number is 3511155.
[CUSTOMER][NEUTRAL] All right. And what's the patient's plan name?
[AGENT][NEUTRAL] Hospital indemnity.
[CUSTOMER][NEUTRAL] Hospital integrity, all right.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you so much. I'll do.
[CUSTOMER][NEUTRAL] Yeah, we have the payment details so it was paid.
[AGENT][NEUTRAL] It was paid by single check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] 2004877.
[CUSTOMER][NEUTRAL] And do you have issue date on the clear date?
[AGENT][NEUTRAL] The check was issued on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I currently show the check is outstanding.
[CUSTOMER][NEUTRAL] Alright, that's why we haven't receive the payment yet. And do you have the address it was sent to?
[AGENT][NEUTRAL] It was mailed to the [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], I'm just give that yet. So would you be able to raise a check raiseer for that?
[AGENT][POSITIVE] Yes, we'll submit a request. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, no, that's it. Thank you, and do you have a call reference for me?
[AGENT][NEUTRAL] It'll be just my name and that's [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks Mo [PII]. Have a great day. And this also turn on time for the day, sir?
[AGENT][POSITIVE] You're welcome. Thanks for calling APO.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Um, turnaround time for the tracer.
[AGENT][NEUTRAL] It should be within 2 business days.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Appreciate that. Thanks so much have a great.
[AGENT][POSITIVE] You too, thanks for calling APL bye.