AccountId: 011433970860
ContactId: b1dfd67e-9f4c-40aa-8b92-1db89eb45691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348850 ms
Total Talk Time (AGENT): 107966 ms
Total Talk Time (CUSTOMER): 80300 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b1dfd67e-9f4c-40aa-8b92-1db89eb45691_20250507T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling to check claim status, please.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with claim status. Can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am. And then may I also have the name of the facility that you're calling from Miss [PII]?
[CUSTOMER][NEUTRAL] Nance Health Medical Practice.
[AGENT][POSITIVE] OK. Thank you so much. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] ID number 02597220.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] for $392.
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back with you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi Miss [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] Is there a possibility that the claim could be under a different provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, other than Nance Health Medical Practice, you mean?
[AGENT][NEUTRAL] Right, is there a different provider name?
[CUSTOMER][NEUTRAL] Um, I mean, it, it could possibly be, um.
[CUSTOMER][NEGATIVE] Uh, what the hell is the name of it? Western Connecticut Medical Group.
[AGENT][NEUTRAL] Yes ma'am, yes, I do see it. I, I found the claim for us, um, the claim number is 3, yeah, when I saw that I was like, yeah, it says medical group, so it could be a partner, but um, yes ma'am, the, the claim number is 359.
[CUSTOMER][POSITIVE] OK. OK, great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 623 6.
[AGENT][NEUTRAL] The claim was paid $50 with check number 2042152 and let me look up that check real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check was issued on [PII].
[CUSTOMER][NEUTRAL] And I'm assuming it's still open.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And you said only a $50 payment, that's it, $50?
[AGENT][NEUTRAL] Yes, after that payment, the maximum benefit payable for the data service was met.
[CUSTOMER][NEUTRAL] OK, maximum.
[CUSTOMER][NEGATIVE] Benefit was not.
[CUSTOMER][NEUTRAL] And OK, so I'm sure we'll be getting the EOB soon then, um, and the check number was 2042152?
[AGENT][POSITIVE] That's correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Beautiful. Thanks for your help, [PII]. Have a nice day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a good rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.