AccountId: 011433970860
ContactId: 82737fbd-02ea-4b4b-b9e0-c8eb1cae8a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404649 ms
Total Talk Time (AGENT): 162637 ms
Total Talk Time (CUSTOMER): 147206 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/82737fbd-02ea-4b4b-b9e0-c8eb1cae8a12_20250611T14:14_UTC.wav
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[CUSTOMER][NEUTRAL] what is
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I would like to check claims for a patient please.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, uh, sorry, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] And I'll keep that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] uh sorry [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you and then you have that policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02496828.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and I'm sorry, did you say we had multiple claims to check for this number?
[CUSTOMER][NEUTRAL] It's for [PII]. That's the claim I'm looking for.
[AGENT][NEUTRAL] [PII] and what was that bill amount please?
[CUSTOMER][NEUTRAL] It was, let me see.
[CUSTOMER][NEUTRAL] I'll tell you now.
[AGENT][POSITIVE] Sure, if you've got that amount that's after a major medical paid, uh, that would be great.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The amount left over from major medical.
[CUSTOMER][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] $671.00.
[AGENT][NEUTRAL] OK and then do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the only claim I have on file for this state of service, uh, from this provider, uh, was for $441.20.
[AGENT][NEUTRAL] 3 cents.
[CUSTOMER][NEUTRAL] For what? I'm sorry?
[AGENT][NEUTRAL] 441.
[AGENT][NEUTRAL] And 23 cents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the correct claim?
[CUSTOMER][NEUTRAL] I mean I have 21 for $379.00 and the other one for $292.
[CUSTOMER][NEUTRAL] I have the CPT codes that we need.
[AGENT][NEUTRAL] Uh, so this claim, I got, I've just got the one claim on file for this state of er.
[AGENT][NEUTRAL] Yes and it is from this uh provider uh it's got two codes it's uh 76816 and 76819.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, yeah, those are the ones. You're right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That was $441.23.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Benefit, um, I do have that claim number.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Number is 3602995.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And then I've got that check information for you as well whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, check number is 20.
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] 2045.
[AGENT][NEUTRAL] 545.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This check was issued [PII] $441.23.
[CUSTOMER][NEUTRAL] How much did you guys pay?
[CUSTOMER][NEUTRAL] 23 or 93 cents?
[AGENT][NEUTRAL] 23 cents.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and this was issued on [PII]?
[CUSTOMER][NEUTRAL] When was the check sent out? Mhm.
[AGENT][NEGATIVE] [PII] and I am showing it not yet cleared so after uh if it has been over 30 days from the issue date and you'll still have not received it, you can give us a call back and we'll get it voided and reissued to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, can you confirm the address you guys send it to?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I've got [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it on the on the vitalin [PII] mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Vital MD Group holding.
[CUSTOMER][NEUTRAL] It was to vitamin the group holding it was a single check.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it was a simple check. OK, yeah, yeah, I have the check number. OK, alright, thank you, honey.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright well thank
[AGENT][POSITIVE] Have the rest of your day.
[CUSTOMER][NEUTRAL] Alright.