AccountId: 011433970860
ContactId: 95e66918-58d8-494c-9309-8b4352eaef3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498329 ms
Total Talk Time (AGENT): 138522 ms
Total Talk Time (CUSTOMER): 248136 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/95e66918-58d8-494c-9309-8b4352eaef3a_20250611T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling on behalf of Banner Casa Grande Medical Center, and I have a concern regarding claims. So can you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, before that, I would like to inform you that there is a recording line and this call may be recorded for quality and purpose. Is that OK?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. Please note down the member's policy ID. It's 02460338.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Number's name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] with the [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] To [PII]. And total charge amount is $2,607.60.
[AGENT][NEUTRAL] OK, and the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Uh, uh, balance left by the primary insurance is $1,564 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][POSITIVE] OK for sure.
[CUSTOMER][NEUTRAL] Banner Casa Grande Medical Center.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, I show that claim processed on [PII] and a check was mailed the amount of $1,564.
[CUSTOMER][NEUTRAL] So, you, it means process date is [PII] and uh are you, you said the paid amount or patient responsibility amount.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] The claim paid $1,564.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there Mbps?
[CUSTOMER][NEUTRAL] So yeah
[AGENT][NEUTRAL] Is there any what?
[CUSTOMER][NEUTRAL] You paid $1,564 and there is no PR. Am I correct?
[AGENT][NEUTRAL] And there's no what? I'm sorry. Say it again.
[CUSTOMER][NEUTRAL] You paid full amount which was 1,564 and there is no PR. Am I correct?
[AGENT][NEUTRAL] I'm not understanding what you're saying at the end, but we did pay $1,564.
[CUSTOMER][NEUTRAL] OK, thank you. And can you please share the claim number?
[AGENT][NEUTRAL] 354-9317.
[CUSTOMER][NEUTRAL] 3549317. OK. And may I know the date of the claim?
[AGENT][NEUTRAL] Claim received [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the
[CUSTOMER][NEUTRAL] Form of payment through which you pay the payment.
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, may I have the check number?
[AGENT][NEUTRAL] 2021882.
[CUSTOMER][NEUTRAL] 2021882. And what is the issue date of the check?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], thank you. And may I know the and cash date of the check?
[AGENT][NEUTRAL] I don't show a cache date.
[CUSTOMER][NEUTRAL] So, uh, as you said, the check was showing.
[CUSTOMER][NEUTRAL] [PII] but and today is [PII] and you are unable to and check the interest date but did not receive the payment yet. So can you check the status of the check from your end if possible because
[AGENT][NEGATIVE] I can send a request to have that check verified as if it was cleared. If it's not, then they can void and reissue.
[CUSTOMER][NEUTRAL] So you have requested for check the status of the check.
[AGENT][NEUTRAL] As I've just said, I will send a request for a check verification. If it shows that the check has not cleared, then they can void and reissue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no issue. So how will
[CUSTOMER][NEUTRAL] We, how will I can check?
[CUSTOMER][NEUTRAL] To whether the check was cleared or not or we need or you will reissue the check so we need to call after some time or we need to wait more time what we can do.
[AGENT][NEUTRAL] Yes, you will have to call after some time.
[CUSTOMER][NEUTRAL] So how much time do we need to wait?
[AGENT][NEUTRAL] I'm not sure. I would say give it a week.
[AGENT][NEUTRAL] 7 days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so after 7 days we can call again and check the and uh ask the check status.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mar
[CUSTOMER][NEUTRAL] No issue for that. So is there any ticket number or is there any number request number as you said you are and the request for chash us.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, no issue. Can you please share the call reference number?
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] Can you please share the call reference number for this call?
[AGENT][NEUTRAL] You may use my name at today's date.
[CUSTOMER][NEUTRAL] Can you please spell out your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII] last name is. OK, thank you. And can you please share the UV as well of the claim?
[AGENT][NEUTRAL] Claim number is 3549317.
[CUSTOMER][NEUTRAL] No, no, I'm asking is there, can you please send the UB?
[AGENT][NEUTRAL] We can remail the claim. Are you asking for a mail or fax?
[CUSTOMER][NEUTRAL] OK, you can fax me and you can also mail me if you want.
[AGENT][NEUTRAL] That's the options I just gave, which one would you prefer?
[CUSTOMER][NEUTRAL] So you can mail me.
[AGENT][NEUTRAL] OK, I'll send a request to have it remailed. Is there anything else, [PII], I can assist you with today?
[CUSTOMER][NEUTRAL] No, no, can you mail me on my personal mail ID because I want to use right now because I'm working on this claim.
[AGENT][NEUTRAL] No, I'm not gonna email. I can fax it to you. Do you have a fax number? I can fax it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] OK, please do it. Please hold the line.
[CUSTOMER][NEUTRAL] Yeah, my fax number is it's uh [PII].
[AGENT][NEUTRAL] OK, that's [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][NEUTRAL] No, that's all for today. So how much time it will take to receive this you?
[AGENT][NEUTRAL] Receive it before the end of the day. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all for today. OK, bye bye, thank you.
[AGENT][NEUTRAL] Mhm bye.
[CUSTOMER][NEUTRAL] Yeah go ahead.