AccountId: 011433970860
ContactId: 8dfda689-47bf-4cc1-9fd2-0b2272ecdf14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180250 ms
Total Talk Time (AGENT): 80512 ms
Total Talk Time (CUSTOMER): 67341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8dfda689-47bf-4cc1-9fd2-0b2272ecdf14_20250225T13:12_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling for the Premium Medical Group of Georgia to check on the payment information on the claims. Please be informed this call will be recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Of course, sure. The callback number is [PII]. That's a direct line.
[AGENT][NEUTRAL] And [PII], what is the policy number of that member?
[CUSTOMER][NEUTRAL] Yeah, it's 01677458.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. The patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII], you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] According for the payment information on the claims.
[AGENT][NEUTRAL] Oh, calling to check the status of the account, my apologies. What's the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] That's for [PII].
[CUSTOMER][NEUTRAL] And for the total bill amount of uh $32 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like we received the claim [PII]. It was processed [PII]. There was a payment of $14 666 cents paid on that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And may I know the mode of payment?
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] Uh, the, the mode, the method of payment.
[AGENT][NEUTRAL] It was a check. Would you like the check number?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] 2004815. That's 2004815.
[CUSTOMER][NEUTRAL] Thank you. Can I also have the check issue date and the cast date?
[AGENT][NEUTRAL] The check was issued out [PII] and it has, it shows in the system that it has not been cashed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And could you please verify the address?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's a main, I mean right.
[AGENT][NEUTRAL] Oh, yeah, ME [PII].
[CUSTOMER][NEUTRAL] Gotcha. Thank you. And could you please spell your name for the commodation?
[AGENT][NEUTRAL] It's [PII] in Alpha, and today's date of the reference.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh, all right. Thank you so much, [PII]. Have a great day. Take care. Bye-bye.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Well, that's all for today. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Good.