AccountId: 011433970860
ContactId: 734e7f27-7394-4be5-bdc7-858fc8dc3bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425989 ms
Total Talk Time (AGENT): 86306 ms
Total Talk Time (CUSTOMER): 125500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/734e7f27-7394-4be5-bdc7-858fc8dc3bae_20250421T16:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of the provider office to check the status of a medical claim.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, um, that will be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, um, it's 02444692 M for Mary, L for Lima, number 7.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were wanting claim status?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total charge?
[CUSTOMER][NEUTRAL] $175,777.80.
[AGENT][NEUTRAL] So this was for a doctor's charge or facility bill?
[CUSTOMER][NEUTRAL] Facility bill.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we do have that claim in. We paid $442.81.
[CUSTOMER][NEUTRAL] Alright, and what was the payment made?
[AGENT][NEUTRAL] Oh, just a moment, I can hear you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and what's the, uh, sorry, what was the payment method that was used?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] When was the, what, what's the check number and when was it, when was it issued?
[AGENT][NEUTRAL] It was issued for 825.
[AGENT][NEUTRAL] The check number is 2037809.
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] 203-7809 is that the check number?
[AGENT][NEUTRAL] Hold on just a moment, let me look again.
[AGENT][NEUTRAL] 203-780-9.
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I would like to know what's the what's that claim number?
[AGENT][NEUTRAL] 358-612-6.
[CUSTOMER][NEUTRAL] Right, and when was the claim received?
[AGENT][NEUTRAL] Hold on just a moment, let me check.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] 4425.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and was the check cashed already?
[AGENT][POSITIVE] No, it's still outstanding. It cannot be reissued for 30 days.
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] All right, and.
[CUSTOMER][NEUTRAL] What's the mailing address where the check was sent?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, that's uh.
[CUSTOMER][NEUTRAL] Correct mailing address.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Alright, we'll just, we'll just wait for the, for the check to be cashed out and if 30 day passes and have be, I mean the payment is not reflected on the.
[CUSTOMER][NEUTRAL] On our system we'll we'll be calling back so [PII], what's the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you and thank you for the information you provided me for your help. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well. Bye-bye.