AccountId: 011433970860
ContactId: 83fd7cfc-33e6-4beb-bd22-88c7efcfa9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384829 ms
Total Talk Time (AGENT): 187198 ms
Total Talk Time (CUSTOMER): 131709 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/83fd7cfc-33e6-4beb-bd22-88c7efcfa9b0_20250325T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII] calling from provider's office to check on a claim status for a patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yes, it's 02567762.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] And uh it's [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm looking for the service. It's [PII].
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from [PII].
[AGENT][NEUTRAL] [PII], OK, and then do you have the bill amount?
[CUSTOMER][NEUTRAL] Yes, it's uh
[CUSTOMER][NEUTRAL] 227142.99.
[AGENT][NEUTRAL] Could you repeat that, [PII]? I apologize.
[CUSTOMER][NEUTRAL] Yes, it's 22714227142.99.
[AGENT][NEUTRAL] OK, so that was
[AGENT][NEUTRAL] 22, excuse me, $227,000 142 dollars 99 cents. Is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $3.
[CUSTOMER][NEUTRAL] Uh, so, could you spell your name again?
[AGENT][NEUTRAL] Sure. It's uh [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the uh provider's office you were with?
[CUSTOMER][NEUTRAL] It's HC has one Swedish hospital.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that. OK, so for that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like it was a part of another claim as well um but for that uh specific uh charge amount we did pay a benefit of $500 if you give me one moment I'll get that uh check information for you.
[CUSTOMER][NEUTRAL] For that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And so what's the claim number?
[AGENT][NEUTRAL] Sure, that claim number is 3548.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 760.
[AGENT][NEUTRAL] And it looks like there were some other charge amounts a part of this claim as well um and so we did pay additional benefits on top of that $500 so it's a total benefit amount of uh $800 that was sent with this check um and then I've got that check number whenever you're ready as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And received all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Please go ahead with the check number.
[AGENT][NEUTRAL] Sure, that's 2021.
[AGENT][NEUTRAL] 886.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this check, yes, this was issued [PII].
[CUSTOMER][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it has not yet cleared so I can go ahead and get this voided and reissued um let me verify the address I've got uh before I do that whenever you're ready.
[CUSTOMER][NEUTRAL] Uh yes, of the provider, right?
[AGENT][NEUTRAL] Yes, um, so the address we've got is [PII] is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, OK, so I will go ahead and have this check uh voided and reissued to you um did you need a copy of the EOB or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please, uh, to the fax number when you're ready.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, uh, I'm ready when you are.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly, um, that was [PII]?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and would I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] Uh, no, to the patient account number.
[AGENT][NEUTRAL] OK, is that [PII]?
[CUSTOMER][NEUTRAL] Or with the patient's name.
[CUSTOMER][POSITIVE] Yeah. Correct.
[AGENT][POSITIVE] Got it OK
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And I'm sorry, did you have another question for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And also when
[CUSTOMER][NEUTRAL] Yes, yes. When, when the claim was received on?
[AGENT][NEUTRAL] Oh, give me just a moment, let me get that information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, so this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII], on the [PII].
[CUSTOMER][NEUTRAL] For our system.
[CUSTOMER][NEUTRAL] Oh God
[CUSTOMER][NEUTRAL] Got it. And uh what was the allowed amount?
[AGENT][NEUTRAL] Um, the, uh, check out that was $800.
[CUSTOMER][NEUTRAL] Allowed and paid was the same, right?
[AGENT][NEUTRAL] Correct, that was the uh maximum amount payable.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And also what's the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, I'm done. Thank you so much for the information. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.