AccountId: 011433970860
ContactId: 8a056d07-ab6a-41d2-bf83-a32e5e60beb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255800 ms
Total Talk Time (AGENT): 98718 ms
Total Talk Time (CUSTOMER): 75824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/8a056d07-ab6a-41d2-bf83-a32e5e60beb3_20241231T16:36_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 the Medford Soiling Care Center. I'm looking for claims.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today, [PII]. Do you have the patient's uh policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02552794.
[AGENT][NEUTRAL] All right, thank you for that. Let me pull this up here one moment.
[AGENT][NEUTRAL] And [PII], if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And what is the date of service?
[CUSTOMER][NEUTRAL] The data services.
[CUSTOMER][NEUTRAL] [PII] with the amount of $414.
[AGENT][NEUTRAL] OK, do you have an amount after primary?
[CUSTOMER][NEUTRAL] Mm, after primary, I don't think so I think it would be $75.
[AGENT][POSITIVE] All right, let me take a look here. Thank you for that.
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim. Uh, benefit payment was sent in the amount of $75. The claim it looks like was received [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and then when the claim was processed on?
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK, and you guys paid $75 right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. And can I get the payment details for this claim?
[AGENT][NEUTRAL] Uh, so it's a single paper check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the check number is 2019734.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Uh, is this check has been cashed or not right now?
[AGENT][NEUTRAL] Uh, let me check for you here. One moment, please.
[AGENT][POSITIVE] Uh, looks like the check is still outstanding.
[CUSTOMER][POSITIVE] Still outstanding. OK, thank you.
[CUSTOMER][NEUTRAL] And can I get the claim number?
[AGENT][NEUTRAL] Claim number is 3543967.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 67 got it. And is there a possibility, can I get this you'll be through fax for this claim?
[AGENT][POSITIVE] Mhm, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] So the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that EOB is headed your way. It should be there in about 5 minutes. Was there anything else I can check on for you here today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And that's all for today. Thank you very much, [PII]. And can I get your call reference number, [PII]?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial and then today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Got you, thank you, Mr. uh, thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye bye.