AccountId: 011433970860
ContactId: 82c3a2c9-bcff-4e9f-a26a-8c443a7cf4fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238949 ms
Total Talk Time (AGENT): 98741 ms
Total Talk Time (CUSTOMER): 100793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/82c3a2c9-bcff-4e9f-a26a-8c443a7cf4fa_20250210T14:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. I would like to share the claim status.
[AGENT][POSITIVE] It would be my pleasure to help you with claim status this morning. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Do you mind spelling that, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] 5980.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] let me day of [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] The day you said it was in [PII] for the bill amount. Let me check.
[CUSTOMER][NEUTRAL] 350.
[AGENT][NEUTRAL] OK, thank you. And what is the provider name?
[CUSTOMER][NEUTRAL] Vital imaging medical diagnostic centers.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And [PII], it would be my pleasure to help you with that claim status. It looks like we received that claim twice. The original claim we received on 9-24-2024.
[AGENT][NEUTRAL] And processed, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When you process the first because in the system no appear payment.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] OK. So, it was processed on [PII].
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There was a payment of $65 to Vital Imaging Diagnostic Center.
[CUSTOMER][NEUTRAL] And may I have the check number?
[AGENT][NEUTRAL] Check number 200.
[AGENT][NEUTRAL] 4900.
[CUSTOMER][NEUTRAL] OK, let me repeat that 20.
[CUSTOMER][NEUTRAL] 04900.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I'm gonna try to found it because yeah the payment not appeared yet so I tried to found it because I received the letter that we send the claim twice so I wanna make sure what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and with that check was sent to [PII].
[CUSTOMER][NEUTRAL] That's our others, yes, that's that, that's correct. OK, I'm gonna check.
[AGENT][NEUTRAL] All right, now if you don't find it, [PII], give us a call back we can void that check and have it reissued, OK?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] OK perfect perfect thank you.
[AGENT][NEUTRAL] And did you want the claim number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] The claim number is 3511005.
[CUSTOMER][NEUTRAL] 35,110.
[CUSTOMER][NEUTRAL] State of 5.
[AGENT][NEUTRAL] 05. Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] No, no, no, I'll be all thanks mhm.
[AGENT][POSITIVE] [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye bye.
[AGENT][NEUTRAL] Bye-bye.