AccountId: 011433970860
ContactId: 721b678f-8b85-4e1c-8f59-7786773988e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318440 ms
Total Talk Time (AGENT): 135887 ms
Total Talk Time (CUSTOMER): 153968 ms
Interruptions: 11
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/721b678f-8b85-4e1c-8f59-7786773988e8_20250130T17:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office. I would like to know the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only one claim?
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the member's policy number is.
[CUSTOMER][NEUTRAL] 02473092
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. My first name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim you like me to check on?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] D of service is [PII] and the total bill amount is $1,309.69.
[AGENT][NEUTRAL] Thank you. And just for the call, the information again provided is a verification of benefits, not a guarantee of payment, and hold on one moment while I locate the claim for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Johns Hopkins Bay Medical Center.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so the claim was received on [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Well, we received it previously, but that was voided. The the claim that has the payment was um processed on [PII]. That claim number is 355.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] 55.
[AGENT][NEUTRAL] 351 2.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And it was for a payment of $35 a single check.
[AGENT][NEUTRAL] Did you need that checking information?
[CUSTOMER][NEUTRAL] May I know the reason why it was, yeah, uh, may I know the reason for why I did it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] May I know the reason for uh canceled check, I mean, uh, why didn't the check.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because it hadn't cleared, um, you got, you called, you all called previously, it hadn't cleared, so we voided it and reissued it, and this is the reissue check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, when it was reissued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please provide the payment details?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is check number 202.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] 364 5.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a single check.
[AGENT][NEUTRAL] Sent to [PII] in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it cleared? Check cleared or not?
[AGENT][NEGATIVE] No, it was just sent to you all last week. You probably haven't received it. It's coming from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you have not received it by [PII], you can give us a call and we'll have to check on this check as well.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] Yes, again, the claim number is 355.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 351 2.
[CUSTOMER][NEUTRAL] Thank you. Can I get the call reference number?
[AGENT][NEUTRAL] Sure, um, so there's no call reference number, but you can use my name and today's date. So again, that's [PII] my last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please provide the process date of this claim?
[AGENT][NEUTRAL] Again, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there?
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. Bye-bye.