AccountId: 011433970860
ContactId: 9a5c4c3d-2f80-4873-9e82-19ec5a82a266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249130 ms
Total Talk Time (AGENT): 55441 ms
Total Talk Time (CUSTOMER): 126346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/9a5c4c3d-2f80-4873-9e82-19ec5a82a266_20250409T15:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hello, [PII]. I'm [PII] calling from provider's office regarding your claims.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] I'd be happy to assist with claims. Uh, you said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, sure, correct for me, sir.
[AGENT][POSITIVE] OK, and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is going to be it's.
[CUSTOMER][NEUTRAL] 01741604 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is going to be uh it's.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The services like uh
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $5,139 even.
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] And I do a special concern for this claim, OK?
[CUSTOMER][NEUTRAL] Yeah, tax ID is [PII].
[AGENT][NEUTRAL] OK, what question did you have about the claim?
[CUSTOMER][NEUTRAL] Yeah, actually, uh, previously, uh, we have been submitted the fax, uh, like, uh, while submitting the pri, uh, we have been submitted the claim along with the primary of the the fax. The fax number is [PII] because if the claim was denied it seems right.
[CUSTOMER][NEUTRAL] Because they haven't registered any OB of primary.
[AGENT][NEUTRAL] I'm showing the claim was reprocessed and um payment was made on [PII] in the amount of $697.80.
[CUSTOMER][NEUTRAL] This sense, uh.
[CUSTOMER][NEUTRAL] I just got it. Could you please help me that what is uh
[CUSTOMER][NEUTRAL] Mode of the payment.
[AGENT][NEUTRAL] Check
[CUSTOMER][NEUTRAL] Could you please help me the check number?
[AGENT][NEUTRAL] 2036511
[CUSTOMER][NEUTRAL] 26511 got it. Could you please help me the issue date when it was issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK, got it. Uh, may I know, is it under single payment or bulk payment?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Single, just give me a second. I just wanted to confirm the pay to address. The pay to address is uh [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, got it. Uh, could you please help me, if the check was cashed or it will take around 30 days business days for check cash it.
[AGENT][NEUTRAL] You probably haven't gotten it yet since it was just sent out on the [PII] but no it hasn't cashed yet.
[CUSTOMER][NEUTRAL] So thank you for confirming. Can you please help me with the claim number and the call reference?
[AGENT][NEUTRAL] Claim number is 3583196 and the reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I just wanted to confirm the claim number. The claim number is 3583196. Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Uh, is the check number is 2036511. Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, got it. And that's it all the information needed. Thank you for your assistance. May I know the initial is it [PII].
[CUSTOMER][NEUTRAL] Is this initial initiated last name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. That should all the information. Thank you for assistance. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.