AccountId: 011433970860
ContactId: 9fe031db-e1cd-49f0-94e6-c6dddbc45d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293239 ms
Total Talk Time (AGENT): 153936 ms
Total Talk Time (CUSTOMER): 81712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9fe031db-e1cd-49f0-94e6-c6dddbc45d09_20250228T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I needed to check on a claim.
[AGENT][POSITIVE] All right, I'm happy to check a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] It is 245-5565.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, and are we calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Thanks, [PII]. Uh, what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and birthday [PII].
[AGENT][POSITIVE] Thank you so much and then data service?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] $232.
[AGENT][POSITIVE] Alright, thank you so much. Let's see here.
[AGENT][NEUTRAL] Do we by chance have [PII] an amount after the primary?
[CUSTOMER][NEUTRAL] Uh, it'd be $80 left over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is it a facility charge, do you know or do you have a procedure code? I have two claims for the same amount, same data service.
[CUSTOMER][NEUTRAL] Um, it is a facility charge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, for Cleveland Clinic, Florida, it looks like. OK, great. OK, so.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, we did receive this claim, it looks like on [PII].
[AGENT][NEUTRAL] Uh, there was a benefit payment made in the amount of $80. It looks like it was sent by single check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that was processed. Check was sent on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the check number?
[CUSTOMER][NEUTRAL] If you could please because we haven't, it hasn't posted so gotta find it now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, uh, check number is gonna be 186.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9292.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Um, it does still show outstanding. I can confirm it was sent to [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if that's the wrong address, um,
[CUSTOMER][NEUTRAL] Do you know what we would need to send in? I'm assuming a W-9 to get it corrected.
[AGENT][NEUTRAL] Yeah, corrected claimed if that's not the right address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a claim number?
[AGENT][NEUTRAL] So we
[AGENT][NEUTRAL] Absolutely. Claim number is 349.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5291.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK dokey, and um could we fax that information over or would you prefer mail?
[AGENT][POSITIVE] Yeah, no, I can fax it to you absolutely. What's a good fax?
[CUSTOMER][NEUTRAL] Um, it is area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Just to confirm, I have [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, should I mark attention to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm
[CUSTOMER][NEUTRAL] And actually could you put [PII] on that?
[AGENT][POSITIVE] OK, yeah, I can do that, absolutely. OK.
[CUSTOMER][NEUTRAL] Because there's 2 of us.
[AGENT][NEUTRAL] Gotcha. All right. So that should be over there in about 5 minutes. Is there anything else I can check on for you today, [PII]?
[CUSTOMER][NEUTRAL] Um, is it possible to get a call reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], which is [PII] My last initial is [PII] and then today's date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye