AccountId: 011433970860
ContactId: a7d2cb35-c79d-44d6-b783-2948464b4d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407600 ms
Total Talk Time (AGENT): 108800 ms
Total Talk Time (CUSTOMER): 117426 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a7d2cb35-c79d-44d6-b783-2948464b4d93_20250612T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I need a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number for the patient?
[CUSTOMER][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] 02574840
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII]. Its total charge amount is 672.
[AGENT][NEUTRAL] Uh, looks like the claim was received on 4-28-25.
[AGENT][NEUTRAL] Processed on the same day, 4-28-25.
[AGENT][NEUTRAL] And we made a payment of 16,420.
[AGENT][NEUTRAL] A single check.
[CUSTOMER][NEGATIVE] It's paid or denied.
[AGENT][NEUTRAL] We made a payment of 16,420.
[CUSTOMER][NEUTRAL] Yeah, paid amount is?
[AGENT][NEUTRAL] 16,420.
[CUSTOMER][NEUTRAL] OK, special portion.
[AGENT][NEUTRAL] Uh, the balance.
[CUSTOMER][NEUTRAL] Yes, the patient portion.
[AGENT][NEUTRAL] Yes, the balance.
[AGENT][NEUTRAL] What's left over.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] After the payment?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] The balance? OK.
[AGENT][NEUTRAL] The patient portion will be what's left over after we paid 16,420.
[CUSTOMER][NEUTRAL] OK, the pay date.
[AGENT][NEUTRAL] 428, 25.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 2825.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the cash it?
[AGENT][NEUTRAL] Uh, it looks like you need the address we sent it to?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you need the address, the payee address?
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] Check number 2041269.
[CUSTOMER][NEUTRAL] 204.
[CUSTOMER][NEUTRAL] 12
[AGENT][NEUTRAL] 69
[CUSTOMER][NEUTRAL] 204-1269, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the check cash today?
[AGENT][POSITIVE] Uh, the check is still outstanding.
[CUSTOMER][POSITIVE] Outstanding.
[CUSTOMER][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] Pay to the provider and.
[AGENT][NEUTRAL] Yes, it was paid to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the family file limit, claim time file limit?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, what is the claim number?
[AGENT][NEUTRAL] Claim number 358-419-8.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 358
[AGENT][NEUTRAL] 4198.
[CUSTOMER][NEUTRAL] 4198.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is this 358.
[CUSTOMER][NEUTRAL] 4198. Is that correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the call reference number?
[AGENT][NEUTRAL] The reference number is my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you repeat that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the reference number it's
[AGENT][NEUTRAL] My, my name and today's date. [PII] with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much. Can you send me the EOB of registered fax number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Fax number is.
[CUSTOMER][NEUTRAL] 414
[CUSTOMER][NEUTRAL] 3542302
[AGENT][NEUTRAL] 414-3542302.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll fax that over. Anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you, take care. Bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL.