AccountId: 011433970860
ContactId: 8d915db6-6790-4d15-b217-1bdba0571d29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402320 ms
Total Talk Time (AGENT): 62880 ms
Total Talk Time (CUSTOMER): 138223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/8d915db6-6790-4d15-b217-1bdba0571d29_20250418T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] One moment, I'll provide you that.
[CUSTOMER][NEUTRAL] Member ID is 02555046.
[AGENT][NEUTRAL] All right. And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is?
[CUSTOMER][NEUTRAL] [PII] and last name is?
[CUSTOMER][NEUTRAL] [PII] no.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Bill amount is $288 even.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] One moment, [PII], there's a couple different claims for the state.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Did you have an amount after the primary pay difference on the 288?
[CUSTOMER][NEUTRAL] Sorry, your voice is not audible?
[AGENT][NEUTRAL] Do you have an amount after the primary paid different than the 288?
[CUSTOMER][NEUTRAL] OK. I have a query here for this claim. So we previously called, uh, one of my colleagues has contacted you. uh I think your initial to your last name is um [PII], right?
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Yes, I do have claim number uh claim claim number is one moment I'll give you that.
[CUSTOMER][NEUTRAL] Claim number is oh where it went.
[CUSTOMER][NEUTRAL] Oh, I have check number with me.
[CUSTOMER][NEUTRAL] I don't have claim number.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] Check number is 2026498.
[CUSTOMER][NEUTRAL] And it is single check amount is $53.89.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have this claim pulled up. What information did you need from this claim, [PII]?
[CUSTOMER][NEUTRAL] So, previously, we call, uh, one of my colleagues has spoke uh spoken with [PII] on [PII] and we requested for reissue of the check.
[CUSTOMER][NEUTRAL] As this check is an outstanding, so, uh, the W9 form was, uh, as for previous information, W9 form was received by your end on [PII] and the mailing claim, uh, this mailing address is updated.
[CUSTOMER][NEUTRAL] For this check and we requested for reissue of the check.
[AGENT][NEUTRAL] OK, so I do see that the reissue was requested. It hasn't been reissued yet at this time. Unfortunately, you'll just have to give it a little bit more time.
[CUSTOMER][NEUTRAL] OK. And may I know how, when can we follow up again after how many days?
[AGENT][NEUTRAL] 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK. Thank you for that, [PII]. And also, do you have the claim number? Can you please provide me with that?
[AGENT][NEUTRAL] 356-053-3
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Thank you very much, [PII], for that. And please give me the call reference number for this call.
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. The initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Thank you very much, [PII]. So, previously, we contacted you itself. It is the same information available with us. Thank you for your support and happy weekend. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.