AccountId: 011433970860
ContactId: b0803410-0040-466c-a21c-8c93fd7a7b66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265119 ms
Total Talk Time (AGENT): 84213 ms
Total Talk Time (CUSTOMER): 61389 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b0803410-0040-466c-a21c-8c93fd7a7b66_20250217T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi yes [PII], I hope I'm in the right place. I'm calling to get claim payment information um for a medical claim.
[AGENT][NEUTRAL] OK, I can take a look at that. Can I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] It is 1967205.
[AGENT][NEUTRAL] Thank you and verify the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thanks [PII], you're calling in regards to a claim?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] $16,894.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[AGENT][NEUTRAL] And who is the provider?
[CUSTOMER][NEUTRAL] Austin Endoscopy Center, it's a facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Alright, I show that that claim processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK, 127 25, was it a paper check EFT?
[AGENT][NEUTRAL] That's a paper check.
[CUSTOMER][NEUTRAL] Was it male? um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Paper check that was mailed. I'm sorry, what location was it mailed to? Was it a PO box or our physical address [PII]?
[AGENT][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Bear with me a moment I'm pulling up the check information.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I show a PO box 745555.
[CUSTOMER][NEUTRAL] OK, so 745-555, so it's 45.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And that was mailed on the [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, maybe it's still in the mail.
[CUSTOMER][POSITIVE] I'll give it a little bit more time.
[AGENT][NEUTRAL] OK, no problem. So yeah, once, um, if the claim, I'm sorry, if the check hasn't been received after 30 days, then we would void and reissue the check. Um, but right now, yeah, show that that claim payment was mailed out on the [PII].
[CUSTOMER][NEUTRAL] OK. Well, I'll give it some more time. Is there a way I can reference our call?
[AGENT][NEUTRAL] Use my name in today's date. It's [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] No problem thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thanks bye.