AccountId: 011433970860
ContactId: a154c330-22b6-4af8-828b-9df67838bf6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218339 ms
Total Talk Time (AGENT): 110309 ms
Total Talk Time (CUSTOMER): 74187 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a154c330-22b6-4af8-828b-9df67838bf6e_20250128T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Yes, good afternoon, [PII]. My name is [PII] and I'm calling from my provider's office to check claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's um 02510757 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you, and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's um [PII] and the charge amount is $950.00.
[AGENT][POSITIVE] Got it. OK, thank you for that. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry, what was the name of the provider's office that you were with [PII]?
[CUSTOMER][NEUTRAL] Uh, we're part of a group, Vital MD Group holding LLC.
[AGENT][NEUTRAL] OK, so I did find a claim from y'all for that date of service. Um, was the amount after major medical paid was that $480?
[CUSTOMER][NEUTRAL] After the primary pay, uh, she was responsible to pay $800.
[AGENT][NEUTRAL] After
[CUSTOMER][NEUTRAL] I'm sorry, $80.
[AGENT][POSITIVE] $80. OK, OK, perfect. So I do believe I found this client. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Uh, yeah, so we did pay that $80 benefit. If you'll give me one moment, I'll get that uh check information to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then the.
[AGENT][NEUTRAL] really quick just to make sure, um, can I verify the procedure code with you just to make sure that this is the correct claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's um 76856.
[AGENT][NEUTRAL] Perfect yes OK appreciate you verifying that. OK, um, let me get that did you need the claim number first?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] OK, so that claim number is 3553213.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I've got that check number as well whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that check number is 20.
[AGENT][NEUTRAL] 23424.
[CUSTOMER][NEUTRAL] And when was this pay?
[AGENT][NEUTRAL] Yes, so this check was issued, uh, [PII].
[AGENT][NEUTRAL] I am showing it has not yet cleared um so if it has not after a period of 30 days from the issue date uh reach back out to us and we can have this check voided and reissued.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhmm.