AccountId: 011433970860
ContactId: 9daab6da-8298-457c-bc8a-207905782038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246910 ms
Total Talk Time (AGENT): 60870 ms
Total Talk Time (CUSTOMER): 80861 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9daab6da-8298-457c-bc8a-207905782038_20250417T19:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling uh from a general office trying to check claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Deb [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good uh policy number for the patient?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, is this gonna be their ID number or their policy number? Sorry.
[AGENT][NEUTRAL] Uh, policy number, sir.
[CUSTOMER][NEUTRAL] Policy number I have is 11883.
[AGENT][NEUTRAL] Um, maybe let's try the ID number. I'm not sure what this is.
[CUSTOMER][NEUTRAL] 02410987.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] and her DOB is sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you needed, I'm sorry, did you say claim status or eligibility?
[CUSTOMER][NEUTRAL] Uh yes, uh, claim status data service 1126 24.
[AGENT][NEUTRAL] And what were those bill charges?
[CUSTOMER][NEUTRAL] The total charge was $273.
[AGENT][NEUTRAL] OK, looks like we processed that. Let me get that date.
[AGENT][NEUTRAL] I received a 122 2024, processed 124 2024. And looks like we made a payment for 18,880.
[CUSTOMER][NEUTRAL] Alright, was that a credit card or uh?
[CUSTOMER][NEUTRAL] Check or what was that?
[AGENT][NEUTRAL] Uh, we made a check payment, single check.
[CUSTOMER][NEUTRAL] Check and what's it do you show that that check is cashed?
[AGENT][NEUTRAL] Uh, yes, I do show it was cashed on [PII].
[CUSTOMER][NEUTRAL] 1212
[CUSTOMER][NEUTRAL] And that was uh sent to our office [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In [PII], uh, what is that check num uh huh.
[AGENT][NEUTRAL] The number is 201.
[CUSTOMER][NEUTRAL] What was the uh
[AGENT][NEUTRAL] 659 9.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 2016599 um is there, is there any way you can fax me the EOB?
[AGENT][NEUTRAL] Uh, sure. What's your facts?
[CUSTOMER][NEUTRAL] 8437894622
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes about 2 minutes. And can I help with anything else today?
[CUSTOMER][NEUTRAL] OK, oh, while I'm, while I've got you, what is the policy number so I can update our records?
[AGENT][NEUTRAL] Oh, it's right. The 241-0987. Yeah.
[CUSTOMER][POSITIVE] OK, OK, OK, great, OK appreciate it thanks so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well.