AccountId: 011433970860
ContactId: b28d5976-7009-4b47-93f2-170d5bc10efb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313940 ms
Total Talk Time (AGENT): 175404 ms
Total Talk Time (CUSTOMER): 81052 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b28d5976-7009-4b47-93f2-170d5bc10efb_20250225T21:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro's office. I would like to know the claim status. Could you assist me on that?
[AGENT][POSITIVE] I sure can, [PII]. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Yeah. Uh, policy number will be 02487866.
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now, what's your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Yeah. Uh, first name will be [PII] with the last name [PII] of date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK. All right, [PII], thank you for that information. It looks like [PII] is the insured on this medical supplemental plan. Now, you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Data service, please, sir.
[CUSTOMER][NEUTRAL] Yeah, the date of service will be [PII] with the bill amount.
[CUSTOMER][NEUTRAL] $283.38.
[AGENT][NEUTRAL] Oh, OK, and I'm sorry, that was, uh, what was that data service again, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, [PII], thank you for that information. Let me get that date keyed in. Let's see. And your bill is from what provider's office?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's Camden Medical supply.
[AGENT][NEUTRAL] OK, let me give me just a moment. Let's see.
[AGENT][NEUTRAL] OK, I do see that claim for your DME is processed, so let me just see.
[AGENT][NEUTRAL] What date?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh see.
[AGENT][NEUTRAL] What, you got a check for $80.37 but it looks like this check has already been cashed.
[CUSTOMER][NEUTRAL] Sorry? Already been?
[AGENT][NEUTRAL] Yeah, yeah, it's already been cash.
[CUSTOMER][NEUTRAL] OK. Can I get the.
[CUSTOMER][NEUTRAL] Pay details.
[AGENT][NEUTRAL] Yeah, the check is dated 2.
[AGENT][NEUTRAL] Mm, I'm sorry. Go back. Let me go back.
[AGENT][NEUTRAL] That's your check number. The check is dated [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the check was cashed on [PII] for $80.37.
[CUSTOMER][NEUTRAL] [PII], am I right?
[AGENT][NEUTRAL] Uh, [PII] was what day the check was cashed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want that check number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, your check number is 202.
[AGENT][NEUTRAL] 4072.
[AGENT][NEUTRAL] You want the claim number as well?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] 3554915.
[CUSTOMER][NEUTRAL] Yeah, thank you. Uh, can I get the allowed amount for this claim?
[AGENT][NEUTRAL] Uh, the allowed amount, let's see for each procedure code, uh, hang on, let me get back over to that screen and it's not the allowed amount. Well, yeah, what we are is the uh the medical supplemental plan, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the
[AGENT][NEUTRAL] But I can tell you for yeah, for the code E.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] 0562.
[AGENT][NEUTRAL] It was $18.68.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for code E0601.
[AGENT][NEUTRAL] It was 6169.
[CUSTOMER][NEUTRAL] Yeah, OK, thank you. Yeah, yeah, can I get the call reference for this claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not give call reference numbers saying, but you can use my name in today's date, OK? And is that all I can help you with? Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, please say a good name.
[AGENT][NEUTRAL] My name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII] yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, with the last initial?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, thank you, lovely. So happy day with you. Bye-bye.
[AGENT][POSITIVE] Yes, sir, [PII]. You as well, [PII]. Thanks for calling APL. Bye-bye.