AccountId: 011433970860
ContactId: b77f9d41-ace6-40c8-8bac-6594b71ccf45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282950 ms
Total Talk Time (AGENT): 103197 ms
Total Talk Time (CUSTOMER): 77281 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b77f9d41-ace6-40c8-8bac-6594b71ccf45_20250205T13:25_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02555046.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is uh [PII] and the last name is [PII] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and we're looking for a claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And for what date of service in charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And total bill amount is $288 even.
[AGENT][NEUTRAL] [PII], I mean [PII] total charge of 288.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for lab work?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is it for lab?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Showing a payment of $53.89 was processed on [PII]. Uh, this claim was received [PII].
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] And I'm showing the claim number.
[AGENT][NEUTRAL] Of 354.
[AGENT][NEUTRAL] 8075.
[CUSTOMER][NEUTRAL] The amount is, uh, I paid amount is both the same, is that correct?
[AGENT][NEUTRAL] Uh, the allowed amount will be on the primary EOB that was sent with your claim, so you can verify that against what we paid.
[CUSTOMER][NEUTRAL] OK. Um, is the check has been cleared?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], since we have crossed uh one month, that is and uh we didn't receive uh the check to our
[CUSTOMER][NEUTRAL] Could you please uh fax a copy of the new bill along with the front and back check?
[AGENT][NEUTRAL] OK, so the explanation of benefit was included with the check. It's attached to the check, um, it can now be downloaded from our online service center. Let me know when you're ready and I'll give you that address to download the EOB.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And does the check come to your location or a different location?
[CUSTOMER][NEUTRAL] Should you download the UV uh from here?
[CUSTOMER][NEUTRAL] From the same location.
[AGENT][NEUTRAL] OK, so can you verify whoever intercepts the checks if it's been received before we request a copy of the front and back since we show that it has cleared? What is your billing address?
[CUSTOMER][NEUTRAL] The billing address is [PII], [PII].
[AGENT][NEUTRAL] OK, so that's where it was mailed.
[CUSTOMER][NEUTRAL] Um, could you please help me when it was mailed?
[AGENT][NEUTRAL] Uh, on the next business day, so it processed [PII], it would have mailed the next business day.
[CUSTOMER][NEUTRAL] OK, thanks for that. Could you please spell your name with call number, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII].
[AGENT][NEUTRAL] ONYA first initial last name is [PII]. Any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, that's
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye. Thank you for the information.
[AGENT][NEUTRAL] Right. Uh-huh.