AccountId: 011433970860
ContactId: 9cc4eb65-3d8f-4489-a397-388043933253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326019 ms
Total Talk Time (AGENT): 165532 ms
Total Talk Time (CUSTOMER): 70686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9cc4eb65-3d8f-4489-a397-388043933253_20250107T17:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from the provider's office to check the claim status.
[AGENT][POSITIVE] All right, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] 1659386
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Alright, thank you for that, [PII], what's your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, thank you for that, [PII]. He looks like he is a dependent on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Uh, [PII], sorry, [PII] for $150.
[AGENT][NEUTRAL] Alrighty, thank you for that. Let's see. Do you see an office visit for $150? Is that it?
[CUSTOMER][NEUTRAL] $150.
[AGENT][NEUTRAL] Yeah, let's see. Excuse me.
[AGENT][NEUTRAL] Give me just a moment. Let's see. Yeah, looks like we are making a payment. Well,
[AGENT][NEUTRAL] What's your, where is the bill gonna be from? I see two bills.
[AGENT][NEUTRAL] What's your, what's the provider's name or facility name?
[CUSTOMER][NEUTRAL] Facility name is integrated dermatology of South Miami and the provider name is Ashley Siegel.
[AGENT][POSITIVE] Yeah, I do have it. OK, you're gonna be getting a $50 check.
[AGENT][NEUTRAL] And let me see this check date right quick for you. Bear with me.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 201.
[AGENT][NEUTRAL] It's like this check is dated [PII] and it's already been cashed by the provider's office.
[AGENT][NEUTRAL] You want to check number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, check number 2013899.
[CUSTOMER][NEUTRAL] Can I have the receipt and process it?
[AGENT][NEUTRAL] Let's see, yes, ma'am, get back over there.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 346, it looks like uh received date, uh, [PII], processed date [PII].
[AGENT][NEUTRAL] Excuse me, excuse me.
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm, can I have the paid information like claim paid?
[AGENT][NEUTRAL] Yeah, claim is paid to the provider of Miami Dermatology and Laser for $50 dated [PII].
[CUSTOMER][NEUTRAL] Uh, is there any patient responsibility for this?
[AGENT][NEUTRAL] Uh, that would be up to the provider's office. I could just tell you what APO paid and that is a $50 payment.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the check amount for that?
[AGENT][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] OK, it's a single check.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the claim number for this?
[AGENT][NEUTRAL] Yeah, claim number 353.
[AGENT][NEUTRAL] 03353.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] 0346.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um, can I have a copy of the EV for this?
[AGENT][POSITIVE] Sure, go ahead and give me a good fax number. Give me about 10 minutes and I'll get one faxed over to you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me your fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Say that one more time, [PII] 833.
[CUSTOMER][NEUTRAL] 5001068
[AGENT][NEUTRAL] 1068. OK, I got it, [PII]. I'll get that faxed over to you, OK?
[CUSTOMER][NEUTRAL] Mhm. And can I get the call reference number for this today?
[AGENT][NEUTRAL] We do not give call reference numbers, [PII], but you can use my name and today's date and my name is [PII] spelled [PII]
[AGENT][NEUTRAL] If they were.
[CUSTOMER][POSITIVE] Thank you so much for assisting.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thank you for calling APO. You have a great rest of your day.