AccountId: 011433970860
ContactId: 7c8a8e87-c041-4382-9826-6cbb9b175420
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 776229 ms
Total Talk Time (AGENT): 192869 ms
Total Talk Time (CUSTOMER): 202806 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7c8a8e87-c041-4382-9826-6cbb9b175420_20250619T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII] calling from provider's office. Yes, hello, can you hear me?
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Uh, I can now. Yes, ma'am.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] calling from provider's office to check on the claim status. Can you please help me with that?
[AGENT][NEUTRAL] OK, and you said you're needing claim status for one patient, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and you, I can help you with that. And you said that your name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Yes [PII], I can help you with claim status and what is your callback number please?
[CUSTOMER][NEUTRAL] Uh yes. It's [PII], a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Yes, it's 02560355.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Uh-huh. You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, yes, sure. His his name is, yes, hello, can you hear me?
[AGENT][NEUTRAL] I can now.
[CUSTOMER][NEUTRAL] All right. Uh patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] Mhm. The date of service is [PII] and the charge amount is $4,756 even.
[AGENT][NEUTRAL] OK, and did you say data service is 1206? Is that correct?
[CUSTOMER][NEUTRAL] 205-2024.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, [PII], this claim has been received more than once, and the most recent received claim was denied as a duplicate. Are you needing the original claims information?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so just a moment, let me locate that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the original claim [PII] was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 858 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $124.19.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was paid on single check 202.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 1766.
[CUSTOMER][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] And uh can you please provide me the check issue date and clear date?
[AGENT][NEUTRAL] Issue date on [PII] and cleared on [PII].
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And, uh, can you please provide me the date to address?
[AGENT][NEUTRAL] You can verify the address for me.
[CUSTOMER][NEUTRAL] Uh yes, sure.
[CUSTOMER][NEUTRAL] And the page address is it's [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK. Thank you so much. And so upon checking, we still haven't received the payment. So can you please uh fax me a copy of your the and
[AGENT][NEUTRAL] Yes, ma'am. It
[CUSTOMER][NEUTRAL] Taran and back.
[AGENT][NEUTRAL] OK, so I will have to send a request to our financial department because we do show this check cleared on [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And may I know how many days it will take?
[CUSTOMER][NEUTRAL] For us to receive one.
[AGENT][NEUTRAL] Are you wanting this copy of this check faxed to you?
[CUSTOMER][NEUTRAL] Yes, and a copy of EOB as well explanation of benefit.
[AGENT][NEUTRAL] OK, the explanation of benefits you may print by going to our portal using the claim number that I gave you.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the website is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And give me just a moment to submit that request.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna take me just a few minutes?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To submit this request for you, so bear with me, please, [PII].
[CUSTOMER][POSITIVE] I guess, sure take your time.
[AGENT][POSITIVE] Uh, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] people
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And [PII], do you spell your name [PII]?
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And does, will the copy of the clear check need to be faxed to your attention?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, attention to my name and the fax number is [PII].
[AGENT][NEUTRAL] OK, so let me repeat that fax number back. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], so I will send uh this request is about to be submitted. Is there anything else, and once the check, once it is gone to our finance department, then and we get a copy of that check, we will fax it to that number.
[CUSTOMER][NEUTRAL] All right. OK. And may I know how many days do I need to allow for that?
[AGENT][NEUTRAL] Approximately, I would say 5 to 7 business days.
[CUSTOMER][POSITIVE] 5 to 7. All right. All right. OK. Thank you so much for the information and assistance. It was a great help. And can you please provide me a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][POSITIVE] All right. OK, thank you so much and have a wonderful day.
[AGENT][POSITIVE] Well, you're welcome, [PII]. Yes, ma'am. I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Ah, bye-bye.