AccountId: 011433970860
ContactId: 888e8454-4350-486a-9787-f479413482a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291980 ms
Total Talk Time (AGENT): 102584 ms
Total Talk Time (CUSTOMER): 100335 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/888e8454-4350-486a-9787-f479413482a5_20250307T17:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] with Saint Francis and I'm so sorry what was your name again?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK, I'm so sorry I think my headset is cutting out. I apologize could you uh tell me your first name again?
[AGENT][NEUTRAL] Sure, that's [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate that um anyway I'm trying to verify if y'all have received a claim.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, uh, [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01457082
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, the data service is 12424 and this is for $293.
[AGENT][NEUTRAL] OK, [PII] for 293. Let me see if I can find that please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], um, go ahead.
[CUSTOMER][NEUTRAL] Well, actually.
[CUSTOMER][NEUTRAL] Looks like it might be uh what we sent y'all is for 278 looks like primary paid a couple of things in full.
[AGENT][NEUTRAL] OK. All right, let's see.
[AGENT][NEUTRAL] OK, let me pull this ELB. Let me see if this is your claim.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. We processed this claim on [PII] and we send a benefit amount of $58.41 to the provider.
[CUSTOMER][NEUTRAL] OK, do you have a claim number?
[AGENT][NEUTRAL] I do. The claim number is 3541375.
[CUSTOMER][NEUTRAL] OK, I think my headset cut out again. Let me make sure I got all of that claim number 3541375.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Was it sent by check or was it an EFT?
[AGENT][NEUTRAL] It was a single check paper check.
[AGENT][NEUTRAL] Do you need the check number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, the checking number is, one moment.
[AGENT][NEUTRAL] OK, 2018561. Again, that's 2018561.
[CUSTOMER][POSITIVE] Thank you so much. um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And was the check mailed on [PII]?
[AGENT][NEUTRAL] It was mailed on the next business days after the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, I will get this to our posting department because I don't think we've received anything, um, is there a reference number for this call?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] All right well thank you so very much for your help and I hope you have a wonderful rest of your day.
[AGENT][POSITIVE] You as well, Ms. [PII], and thank you for calling APL. Have a good day and happy weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you. Bye-bye.