AccountId: 011433970860
ContactId: 95b0662c-f4e5-4928-a2e7-56e20e8eafdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428480 ms
Total Talk Time (AGENT): 103245 ms
Total Talk Time (CUSTOMER): 88302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/95b0662c-f4e5-4928-a2e7-56e20e8eafdc_20250325T15:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office. I would like to check on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][POSITIVE] It's [PII]
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] What's the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] It's MA Medical Solutions.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 130
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima. 8.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII]. And uh
[CUSTOMER][NEUTRAL] Total amount is $1700 even.
[AGENT][NEUTRAL] No, it's [PII], correct?
[CUSTOMER][NEUTRAL] No, no, no, 330.
[AGENT][NEUTRAL] 0, 30. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Yeah, yes, sir, she can bear with me just a minute.
[CUSTOMER][NEUTRAL] Actually, we have uh
[CUSTOMER][NEUTRAL] Send this claim, uh, so many times and uh you guys didn't receive recently on [PII], we have faxed the primary UB and the claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Do you know the procedure called by any chance?
[CUSTOMER][NEUTRAL] 763-777
[AGENT][NEUTRAL] OK, let me pull this one. Bear with me.
[AGENT][NEUTRAL] Yeah, I'm waiting on the ELB OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, looks like we received the claim on [PII], processed on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of $77.13.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have the payment details?
[AGENT][NEUTRAL] Yes, it was a single check, a paper check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the check number is 2031756.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, did you get that?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] No, no, no, the line got uh in and out. Yes, yes. Now I'm, now, now I can hear you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the check number is 2031756.
[CUSTOMER][NEUTRAL] Issued on
[AGENT][NEUTRAL] The same day that it was processed [PII].
[CUSTOMER][NEUTRAL] And uh is it cashed or not?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Probably a little bit too soon, but let me check one moment.
[AGENT][POSITIVE] OK, it's still showing outstanding.
[CUSTOMER][NEUTRAL] OK. OK, thank you. And uh can you provide me the claim number?
[AGENT][NEUTRAL] Sure, the claim number is 3572978.
[CUSTOMER][POSITIVE] Thank you so much and that's all for today. Can I get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a great rest of the day.
[AGENT][POSITIVE] Welcome to you as well and then thank you for calling APL. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye.