AccountId: 011433970860
ContactId: 91bc92db-edee-4ea4-9fe4-6ef379dce7a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328959 ms
Total Talk Time (AGENT): 93446 ms
Total Talk Time (CUSTOMER): 89121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/91bc92db-edee-4ea4-9fe4-6ef379dce7a0_20250407T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from provider's office regarding to check up on claim status.
[AGENT][POSITIVE] OK, sure, I can assist you with finding status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] The patient policy number is 01887317 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the uh date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is the uh [PII] and the total charge amount is $850 even.
[AGENT][NEUTRAL] 8:15. OK, thank you. All right, let me see if I can find this claim for you and that was for [PII], correct?
[CUSTOMER][NEUTRAL] Member ID
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, for future, you can check claim status online through our website at [PII] and that's just optional. And let me pull this EOB one moment.
[CUSTOMER][NEUTRAL] It's one.
[AGENT][NEUTRAL] I'm still waiting on the AOB one moment.
[AGENT][NEUTRAL] Alright, it looks like we processed the claim on [PII] and we send a benefit amount of $190 to the provider.
[CUSTOMER][NEUTRAL] $190. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Uh, what is the claim number?
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 1974.
[CUSTOMER][NEUTRAL] And what is the mode of payment? Check EFT?
[AGENT][NEUTRAL] That's true.
[AGENT][NEUTRAL] Is a check, single check, paper check?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] You need to check the numbers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Check number is 2035935.
[CUSTOMER][NEUTRAL] And can I get the check date?
[AGENT][NEUTRAL] The same as the process date, [PII].
[CUSTOMER][NEUTRAL] And uh what about the card reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK. So, uh, may I know your initial last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, ma.
[CUSTOMER][NEUTRAL] And uh what is the turnaround time to receive the claim?
[AGENT][NEUTRAL] Turnaround time for what? I'm sorry?
[CUSTOMER][NEUTRAL] Uh, for payment.
[CUSTOMER][NEUTRAL] When we uh receive the payment?
[AGENT][NEUTRAL] I'm not sure when you're gonna receive it, but we send it on [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, thank you. So I really appreciate your help regarding this claim. Thank you so much. Have a nice day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No, nothing thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] Yeah, same to you thank you.
[AGENT][POSITIVE] Thank you