AccountId: 011433970860
ContactId: aa13ac44-3fa9-4eb7-ac8e-adbef67bbabb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395290 ms
Total Talk Time (AGENT): 117512 ms
Total Talk Time (CUSTOMER): 150308 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/aa13ac44-3fa9-4eb7-ac8e-adbef67bbabb_20250409T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, sir. My name is [PII]. I'm calling from provider's office and I'm looking for claims.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number will be 02460338.
[AGENT][POSITIVE] Thank you and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. That will be [PII].
[AGENT][NEUTRAL] Thank you. Can I get patient name and date of birth?
[CUSTOMER][NEUTRAL] It's a that plan.
[CUSTOMER][NEUTRAL] Yeah sure, the patient's name will be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] That the service will be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let me check once the bill amount is going to be $3,717 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have an amount after the primary or just that amount?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, I have a amount, uh, after the primary that will be $816 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Yeah, that was the remaining but with the primary insurance.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And before we proceed, could you spell the name?
[AGENT][NEUTRAL] My name
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thank you so much, [PII].
[AGENT][NEUTRAL] OK, so we did receive a claim for the state of service on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $816.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that was paid by EFT or check?
[AGENT][NEUTRAL] Single check. The check number was 186.
[AGENT][NEUTRAL] 9294.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And this one is issued on't wish it.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Uh, I mean the check was issued on which date?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A check was issued on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 821 of 24.
[CUSTOMER][NEUTRAL] 821 or 24. OK. And it was cleared?
[AGENT][POSITIVE] It shows outstanding still.
[CUSTOMER][NEUTRAL] It was still pending.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what is the claim number for this one?
[AGENT][NEUTRAL] 349.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 536 7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 67, OK.
[CUSTOMER][NEUTRAL] Uh, sir, uh, could you do one thing? Um, could you please, um, reissue a check, or could you apply a check traer for this one as this was issued on in [PII], that is more than, uh, 56, approx 78 months, and it was still pending. So could you please apply a check traceer for this one? Is it possible?
[AGENT][NEUTRAL] We can reissue the check. It was sent to [PII]. Is that the correct address?
[CUSTOMER][NEUTRAL] Uh, just give me a second. Let me check, verify the addresses. Give me a second.
[CUSTOMER][NEUTRAL] Could you repeat the uh address one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, yes, we can reissue the check since it's been over 30 days.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][POSITIVE] Thank you so much. And how much can take to issue a check?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for the help and thank you for assisting me for this one. Could you please provide the reference number for our conversation?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, sir, for the help. Have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.