AccountId: 011433970860
ContactId: 8a556a8b-1b33-41de-b38d-13da75fd8d9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349040 ms
Total Talk Time (AGENT): 126668 ms
Total Talk Time (CUSTOMER): 181937 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/8a556a8b-1b33-41de-b38d-13da75fd8d9f_20250221T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Excuse me, I'm sorry. Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from this office to check the claim status.
[AGENT][NEUTRAL] OK, I can verify the claim status for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy number, it's gonna be 0246588889.
[CUSTOMER][NEUTRAL] But it was like.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] And could you please spell out your first name for me?
[AGENT][NEUTRAL] And do you have a
[AGENT][NEUTRAL] Sure, it's [PII] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Mhm thank you for that information, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, my callback number it's gonna be [PII] with the extension [PII].
[AGENT][NEUTRAL] I'm sorry, what's that extension?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's the extension again?
[CUSTOMER][NEUTRAL] Oh, it's gonna be [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You're doing.
[AGENT][NEUTRAL] OK, one.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and [PII] to verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and then date of birth it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Mhm. That's right.
[AGENT][NEUTRAL] And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Date of service it's gonna be [PII] with the total charge amount $90 even.
[AGENT][NEUTRAL] You said $19.19?
[CUSTOMER][NEUTRAL] No, 90.
[AGENT][NEUTRAL] 90. OK, 90. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII]. And do you have the balance after primary process the claim?
[CUSTOMER][NEUTRAL] going on
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, actually, the primary paid the $19.35 and they left the balance to the secondary.
[AGENT][NEUTRAL] What's the balance?
[CUSTOMER][NEUTRAL] Oh, it's $70.65.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing that claim process on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a check was mailed any amount of $70.65.
[CUSTOMER][NEUTRAL] OK, can I get the claim number?
[AGENT][NEUTRAL] 3511058.
[CUSTOMER][NEUTRAL] 351-1058, am I right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can I get the claim received it?
[AGENT][NEUTRAL] A claim was received [PII].
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] [PII]. 0, you paid the claim was paid for $70.65. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. It is uh
[CUSTOMER][NEUTRAL] Bulk check or single check?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] Can I get the check number?
[AGENT][NEUTRAL] 2005002.
[CUSTOMER][NEUTRAL] 5002.
[CUSTOMER][NEUTRAL] It's 2005002. Am I right? OK, can I get the check issue date?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get the check clear date?
[AGENT][NEGATIVE] Uh, don't show that it's cleared.
[CUSTOMER][POSITIVE] It's still outstanding?
[AGENT][POSITIVE] Uh, it's still showing outstanding, correct.
[CUSTOMER][NEUTRAL] OK. And could you please provide me the check pay to address?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, department L [PII].
[CUSTOMER][NEUTRAL] OK, thank you for that information, [PII]. Also, I request that you be through fax. I can forward my fax number. Could you please send it to me?
[AGENT][NEUTRAL] Sure. What's the fax number?
[CUSTOMER][NEUTRAL] Fax number it's gonna be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] Mhm, that's right.
[AGENT][POSITIVE] OK, thank you. And [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you for asking me. Can I get the reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name on today's date.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Mhm. OK. Thank you for that information, [PII], and you have a great day and bye for now.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.