AccountId: 011433970860
ContactId: 6f61f64b-b9eb-4473-98f4-a11cff1c6b8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386119 ms
Total Talk Time (AGENT): 118329 ms
Total Talk Time (CUSTOMER): 134184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6f61f64b-b9eb-4473-98f4-a11cff1c6b8c_20250214T18:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling you from provider's office to check on claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 02306682.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is on [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] The bill amount is for $2920 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status, one moment.
[AGENT][NEUTRAL] This processed under claim number 349-439-9 looks like a benefit amount of $504.80 paid to the provider.
[AGENT][NEUTRAL] This processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, may I know when was it received?
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] OK. And that's processed on [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, the claim not paid, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Was the claim got paid?
[AGENT][NEUTRAL] It pays $504.80 to the provider.
[CUSTOMER][NEUTRAL] 80 cents, OK. Is the allowed amount and the paid amount the same?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, there is no patient responsibility, right?
[AGENT][NEUTRAL] On this claim, it doesn't look like there's any responsibility on this claim.
[CUSTOMER][NEUTRAL] OK. And may I know how was it paid?
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] OK. And may I know the check number?
[AGENT][NEUTRAL] It is check number 1868897.
[CUSTOMER][NEUTRAL] OK. And when was it issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, was it cash?
[AGENT][NEUTRAL] I would have to send it over to the finance department to verify if the check is cleared.
[CUSTOMER][NEUTRAL] OK, so may I know the pay to address that it was sent to?
[AGENT][NEUTRAL] Yes, it went to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And may I have the claim number, please?
[AGENT][NEUTRAL] 349-439-99
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] So you don't know whether the check was cash all right?
[AGENT][NEUTRAL] I would have to send it over to the finance department. You can call back within 24 to 48 hours for an update on that.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] That's 24 to 48.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you fax me the UOB?
[AGENT][NEUTRAL] Yes, may I have a fax number?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] And can you spell your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll fax this right over. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, I think that is all, uh, for the notes, I think your name is [PII], right?
[AGENT][NEUTRAL] Correct, [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, was that the call reference number?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Yeah, I think that is all, [PII]. You've been a great help.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. I'll fax this right over.
[CUSTOMER][POSITIVE] Yeah. Thank you, morning. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] But the