AccountId: 011433970860
ContactId: 9f25ada0-bbaa-4367-a1ff-773124ee53ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327799 ms
Total Talk Time (AGENT): 127409 ms
Total Talk Time (CUSTOMER): 83859 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9f25ada0-bbaa-4367-a1ff-773124ee53ce_20250127T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] now calling from provider's office to check up on a claim status. Also, this call is being recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] That is fine. And you said your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Actually, it's [PII] it's spelled as [PII]. Initial of my last name is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number please?
[CUSTOMER][NEUTRAL] It's [PII] with an extension [PII]. And your name spelled as [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII] first initial to last name [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][NEUTRAL] And [PII], what is, um, how many claims do you have to check status on today?
[CUSTOMER][NEUTRAL] Uh, one claim.
[AGENT][NEUTRAL] OK, yes ma'am I can help you with that and you will use my name along with today's date as your call reference number.
[AGENT][NEUTRAL] And also any information that I do provide for you today will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And lastly [PII], if we do have the claim on file, you may go to our website for our portal if you need to print the explanation of benefits, and our website for that is secured. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your patient's policy number, please?
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 37144 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and again, any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Yeah, the date of service would be [PII] and total charge amount $500 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so just a moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the facility name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Diagnostic Center for Women LLC.
[AGENT][NEUTRAL] OK, thank you. So this was received on [PII] and processed the same day.
[AGENT][NEUTRAL] The claim number is 3554042.
[AGENT][NEUTRAL] And on this claim there was a benefit paid in the amount of $75.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And that is on check number single check 2023818.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did this
[AGENT][NEUTRAL] The date that I gave you that it processed.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And on the same date it has been paid as well.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. That's it for today.
[AGENT][POSITIVE] Absolutely. You're very welcome. OK, well, if that's all I can help you with, and thank you again for calling APL and Peron, I hope you have a very nice day.
[CUSTOMER][POSITIVE] Hope you have a great day. Goodbye. Take care.
[AGENT][POSITIVE] OK, thank you. Mhm. Bye-bye.