AccountId: 011433970860
ContactId: 959ec3b0-ef14-4c29-b746-de3e82fe17aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655250 ms
Total Talk Time (AGENT): 255222 ms
Total Talk Time (CUSTOMER): 134095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/959ec3b0-ef14-4c29-b746-de3e82fe17aa_20250220T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office to check on a claim center.
[AGENT][NEUTRAL] OK, I can check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, before that, could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] [PII] Thank you, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the subscriber's ID is 02304455.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] OK, and then that bill them out please.
[CUSTOMER][NEUTRAL] Billed amount is $642 even.
[AGENT][POSITIVE] All right, got it thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider's office?
[CUSTOMER][NEUTRAL] It's as data.
[AGENT][NEUTRAL] Do you happen to have that uh tax ID?
[CUSTOMER][NEUTRAL] Yeah, the tax ID is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well I did find a claim for that date of service for that amount, [PII], but it's from a different provider and showing a different tax ID.
[CUSTOMER][NEUTRAL] I'm sorry, let me repeat the tax ID. It's [PII].
[AGENT][NEUTRAL] OK, yeah, that's the one that, uh, so yes, we did receive this claim that's OK, um, so we paid a benefit of $328 even.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Give me one moment I'll get that check information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Did you need the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that claim number is 3553912.
[AGENT][NEUTRAL] And then I've got that check number whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that check number is 2023562.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this check was issued [PII].
[AGENT][NEGATIVE] I am showing that it has not yet cleared.
[AGENT][NEUTRAL] So as of once, let's see.
[AGENT][NEUTRAL] After tomorrow, uh, we'll be able to get this voided and reissued to you.
[AGENT][NEUTRAL] Um, I can confirm that address whenever you're ready.
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII].
[CUSTOMER][NEUTRAL] For the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we've got [PII]
[AGENT][NEUTRAL] And [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alrighty so if you haven't received it by tomorrow, give us a call back and we'll be able to get this voided and reissued to you.
[CUSTOMER][NEUTRAL] Thank you, [PII]. Can I have a copy of your please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, uh, let's see, what was the fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's right, [PII].
[AGENT][NEUTRAL] OK, alrighty, I will get this sent to you, [PII]. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I do have some clients. Would you please help me with that?
[AGENT][NEUTRAL] Oh sure, give me just a was this for a different member or for the same member?
[CUSTOMER][NEUTRAL] Yeah, it's for a different number.
[AGENT][NEUTRAL] Different member OK yeah give me just a moment let me get this sent to you um and then I'll let you know when I'm ready for that next claim number.
[CUSTOMER][NEUTRAL] Yeah, sure, take your time. Before that, could you please give me the reference number?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] A reference number would be the same, uh, for all of them. It would be my first name, last initial, and today's date, um, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, alrighty, one moment please.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Take care. Take care thanks.
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] OK. And uh I'm ready for that next policy number when you are.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is 02572952.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] OK, and that bill amount please?
[CUSTOMER][NEUTRAL] The bill amount is $29 even.
[AGENT][NEUTRAL] OK, OK, so I did find this claim, [PII], uh, so we paid a benefit of $19. Give me just a moment, it looks like we were unable to pay on one of those.
[AGENT][NEUTRAL] Uh, OK, so the $10 that was applied towards their, um.
[AGENT][NEUTRAL] Deductible
[CUSTOMER][POSITIVE] Thank you. Uh, that was for I got.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, $10 for the deductible and what was the status for the next call?
[AGENT][NEUTRAL] Yes, so we did pay the $19 for procedure code 0150, uh, the $10 for 0210 went towards their deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you, [PII]. Thank you for claring that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have the claim number, please?
[AGENT][NEUTRAL] Yes, that claim number is 3549505.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me get that check number.
[AGENT][NEUTRAL] OK, that check number is 20.
[AGENT][NEUTRAL] 26,090
[AGENT][NEUTRAL] And then give me just a moment I'll get that issue date.
[AGENT][NEUTRAL] OK, this check was issued [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then uh looks like that got sent to a different address. Let me know when you're ready to, uh, we can confirm that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, [PII], I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's right, [PII].
[AGENT][NEUTRAL] OK, and so I am.
[CUSTOMER][POSITIVE] Thank you for confirming that.
[AGENT][POSITIVE] Of course and I am showing that that check is still outstanding.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII], can you hear me? I couldn't hear you.
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][NEUTRAL] Hello, [PII]. Are you there?
[CUSTOMER][NEGATIVE] I couldn't hear anything.