AccountId: 011433970860
ContactId: 8fdee441-7904-4110-a153-ba7235213391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231789 ms
Total Talk Time (AGENT): 95848 ms
Total Talk Time (CUSTOMER): 92402 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/8fdee441-7904-4110-a153-ba7235213391_20250407T16:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL is.
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon, [PII]. My name is [PII]. I'm calling from Doctor [PII]'s group. Um, I'm calling to get status on a claim, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] 002270270 ML 8
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're checking the status of a claim for?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling about?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII], billed amount $1,685.
[AGENT][NEUTRAL] Can you provide me with a procedure code?
[CUSTOMER][NEUTRAL] Uh, let's see here, 963-72.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looks like there was a payment of $22626.99 paid on this claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 2018581. That's 2018581.
[CUSTOMER][NEUTRAL] OK, and when was that paid?
[AGENT][NEUTRAL] Just check with
[AGENT][NEUTRAL] The claim was processed [PII].
[CUSTOMER][NEUTRAL] OK, do you feel if that's been cleared?
[AGENT][NEUTRAL] Bear with me while I check the system to verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, it doesn't show that it was cleared, however, I will have to send this over to the finance department to verify if it actually has been cleared or not.
[CUSTOMER][NEUTRAL] OK. Can I also have the claim number, please?
[AGENT][NEUTRAL] The claim number is 3541525. That's 3541525.
[CUSTOMER][POSITIVE] Thank you so much. OK. And for uh for you to send that over, how long would that take, more or less?
[AGENT][NEUTRAL] I'm not sure because that's a different department than the claims department. It's the finance department, however, I can send that information over to verify if it's been voided and once it's been verified if it has not been, if it has not been cashed, well verify if it has been cashed. If it has not been cashed, then it'll be voided, and then the information will be sent to the adjuster to reprocess and submit the claim resubmit the claim, I mean reprocess the claim and resubmit issue the check out to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, can that be done, please? I'd appreciate that because it's been a long time. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much for your help. Is there a reference for the call?
[AGENT][NEUTRAL] We don't provide those [PII].
[AGENT][NEUTRAL] However, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and your name was [PII], you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ouch
[CUSTOMER][POSITIVE] [PII], sorry about that.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great afternoon. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great day as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye bye.