AccountId: 011433970860
ContactId: 78bba764-5aad-4604-abbe-1d196ad7c3a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 853260 ms
Total Talk Time (AGENT): 183358 ms
Total Talk Time (CUSTOMER): 269827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/78bba764-5aad-4604-abbe-1d196ad7c3a2_20250314T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII] calling from the provider's office regarding to check up on claim status. Initial of my last name is [PII].
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Mm, call that number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Voice number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Policy number is 02550749.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is uh [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for status. May I have the date of service and total bill?
[CUSTOMER][POSITIVE] And thank you so much
[CUSTOMER][NEUTRAL] D of service is uh [PII] and the total charge amount is $3050.
[AGENT][NEUTRAL] That was for [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] and the total charge amount is 3 $50 even.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it does show that we received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] That claim number
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 356-431-4.
[AGENT][NEUTRAL] It shows that it did process and make a payment in the amount of $420.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Is there any uh patient responsibility?
[AGENT][NEGATIVE] It is not showing that there is patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, mm, is there any uh check payment, yeah, EFT?
[AGENT][NEUTRAL] The check number is 202.
[AGENT][NEUTRAL] 8151.
[CUSTOMER][NEUTRAL] Uh, what would be the call reference number for this call?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Interested OK.
[CUSTOMER][NEUTRAL] OK. I do have more 4 claims, so if you don't mind, so can you help me with that?
[AGENT][NEUTRAL] Is it for the same member or different member?
[CUSTOMER][NEUTRAL] Yeah, different member but the facilities, uh, the MRI scan center.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hold on, I'll tell you the, yeah, yeah, yeah.
[AGENT][NEUTRAL] May I have the next
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, member ID is 01343212 uh M as in Mike, L as in Lima, and B as in Bravo.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII], and the date of birth is the, uh, [PII].
[AGENT][NEUTRAL] And may I have date of service and total bill?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII] and the total charge amount is $1950 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal. I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on 2-18 of 25. It was processed on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Claim number 356-6261. The claim processed and it made a payment of $185.34.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, what is the mode of payment? Check EFT?
[AGENT][NEUTRAL] Check
[CUSTOMER][NEUTRAL] Can I get the check number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The check number is 202.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 883 4.
[CUSTOMER][NEUTRAL] Uh, and the, what about the call reference number?
[AGENT][NEUTRAL] It would be the same Tarika, H.
[CUSTOMER][NEUTRAL] OK. OK, got it. OK, got it.
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] No, can we move the next one?
[AGENT][POSITIVE] Yes, I'm ready for the next one.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, member ID is 01887294 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] May I have date of service and total bill?
[CUSTOMER][NEUTRAL] Um, date of service, date of service is [PII], and the total charge amount is $1950 even.
[AGENT][NEUTRAL] And for that claim, it does show we received it on 2-18-25. It was processed on 220. Claim number 356-6582.
[AGENT][NEUTRAL] That claim process and it made a payment of $250.
[CUSTOMER][NEUTRAL] OK, and check number and the check number?
[AGENT][NEUTRAL] Check number is 2029065.
[CUSTOMER][NEUTRAL] 65 OK got this.
[CUSTOMER][NEUTRAL] So can we move the next one?
[AGENT][NEUTRAL] May I have the next policy number?
[CUSTOMER][NEUTRAL] Uh next.
[CUSTOMER][NEUTRAL] 01894931 M as in Mike, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is the uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] Uh, [PII] and the total charge amount is 300.
[CUSTOMER][NEUTRAL] $50 even.
[AGENT][NEUTRAL] So for that claim it does show that we received it on [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] It was processed on to [PII].
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] The claim number is 3563815.
[AGENT][NEUTRAL] The claim processed and it made a payment in the amount of $324.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] $324 right?
[AGENT][NEUTRAL] That is correct, 300, I'm sorry, $300.24.
[CUSTOMER][NEUTRAL] OK, got it. And the what about the check number?
[AGENT][NEUTRAL] The check number is showing as 20.
[AGENT][NEUTRAL] 27866
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 202-7866
[CUSTOMER][NEUTRAL] OK. Now, the last one member.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Member ID is 022-03953 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] May I have patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Date of service and total bill.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm the 4939.
[CUSTOMER][NEUTRAL] OK. [PII] and the total charge amount is $55,689 even.
[AGENT][NEUTRAL] For that claim, it shows we received it on 218. It was processed on 219.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Claim number 356-5925. The claim processed and made a payment in the amount of $250.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, and, and the uh what is the check number?
[AGENT][NEUTRAL] Check number is 202.
[AGENT][NEUTRAL] 8682.
[CUSTOMER][NEUTRAL] to be the same.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you. I really appreciate your help regarding this claim. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Yeah thank you.