AccountId: 011433970860
ContactId: 82c03bca-f266-4684-a946-3396ca524ed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487750 ms
Total Talk Time (AGENT): 109606 ms
Total Talk Time (CUSTOMER): 246159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/82c03bca-f266-4684-a946-3396ca524ed2_20250416T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office. I want to check up on claim status.
[AGENT][NEUTRAL] Yes, sir. I can assist you with claim status. First, could I get a good callback number in your name just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Callback number is [PII]. And my name is [PII]. And could you please spell your name also for me?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm, no problem with you. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah. The policy number is 1381794.
[AGENT][NEUTRAL] OK, and please repeat that policy number.
[CUSTOMER][NEUTRAL] Yeah, it's 1381794.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on this claim, please?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $733.25.
[CUSTOMER][NEUTRAL] On the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we received this claim on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you are like.
[AGENT][NEUTRAL] And the claim was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim number is 357-573-9.
[CUSTOMER][NEUTRAL] All right yeah I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And the claim was paid out to the member.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] How much you paid?
[AGENT][NEUTRAL] $250.
[CUSTOMER][NEUTRAL] OK. And uh with the uh mode of payment to check or EFT?
[CUSTOMER][NEUTRAL] What's the check number or if
[AGENT][NEUTRAL] Um, it was a single check.
[AGENT][NEUTRAL] It was a single check. Um, I have.
[CUSTOMER][NEUTRAL] OK. What the check number?
[AGENT][NEUTRAL] Well, I can't give you the check number because it was paid out to the member.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] But I can give you the claim number.
[CUSTOMER][NEUTRAL] Yeah, you already provided me the claim number.
[AGENT][NEUTRAL] OK. Yeah, it was paid out to the member because of a B notice and the provider uh have already received the letter in the mail.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So could you please uh tell me the, when, what is the issue date, check issue date?
[AGENT][NEUTRAL] Yes, one moment, please.
[CUSTOMER][NEGATIVE] It is a big problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] This was paid out on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, it is a check cash it?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] it was issued actually on [PII]. Yes, it was issued on [PII], and it was cashed on [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. It's cashed on [PII]. OK. And uh you paid the uh paid the payment to the patient.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh wait, and uh could you please uh wait for a while?
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] OK, uh, so thank you. And uh, so could you please provide me your call reference number?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. Um, are you, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. Thank you so much, [PII]. That's all for the day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I thank you again for calling ATO. Bye. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.