AccountId: 011433970860
ContactId: 791f3e35-1a79-4532-b2cc-c549d767ebd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199020 ms
Total Talk Time (AGENT): 106250 ms
Total Talk Time (CUSTOMER): 55582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/791f3e35-1a79-4532-b2cc-c549d767ebd1_20250115T15:49_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], this is [PII] from Adina Medical Group. Can you check a member ID number to see if this data service and build out is on file?
[AGENT][POSITIVE] Yeah, I can definitely help you with that today, my friend, and what is, do you mind if I really quick get a good call back number from you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02570014.
[AGENT][POSITIVE] Perfect, and let me pull that one up for you, my friend. One second.
[CUSTOMER][POSITIVE] You're my friend too, thank you. I've had a, it's been a sticky day with this uh system so I appreciate that.
[AGENT][NEUTRAL] You're welcome. And what's your patient's first and last name today?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Wonderful. And the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the billed amount, please?
[CUSTOMER][NEUTRAL] $380.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] 8600
[AGENT][NEUTRAL] All right, so, would you mind just verifying, oh, never mind, you already told me Adena Medical Group, that is right. Um, I do have your claim on file.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I show that we received your claim on
[AGENT][NEUTRAL] The [PII], we processed it two days later on the [PII].
[AGENT][NEUTRAL] I show you that your claim number listed is 354-8600.
[AGENT][NEUTRAL] And I do show that the claim had benefits payable of $50 that would have been sent as a single check, and I can give you the check number when you're ready, or if you want it at all, I guess.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Um, the check number is 2021951. Um, that check would have been issued the same day it was processed, um, [PII], and it would have been put in the mail on the [PII].
[AGENT][NEUTRAL] And I can check and see if it's cleared for you if you need me to.
[CUSTOMER][NEGATIVE] Um, try, but it's awful early. It's probably it's only been 6 days, so.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] It's a check it probably take just a little bit longer for it to get cleared.
[AGENT][POSITIVE] Right, let me, and just for laughs, we'll look at it.
[AGENT][NEUTRAL] Yeah, it hasn't cleared yet um but it's on its way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you do you give call references, [PII]?
[AGENT][NEUTRAL] Hey, so we don't have numbers, but you can use my name [PII] and then the first initial to my last name [PII] in today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you. Have a great day.
[AGENT][POSITIVE] Hey, my pleasure. You too. Thank you for calling APL you take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.