AccountId: 011433970860
ContactId: b783476c-3dcc-4a8f-8125-f2fed4e5d862
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340230 ms
Total Talk Time (AGENT): 114933 ms
Total Talk Time (CUSTOMER): 106305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b783476c-3dcc-4a8f-8125-f2fed4e5d862_20250509T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling from On Sina Medical Center. I need to verify if you guys receive a claim for a member.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. That will be 0205.
[CUSTOMER][NEUTRAL] 2160.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $37,979.53.
[AGENT][NEUTRAL] Thank you for future refers you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment, I'll pull this up.
[AGENT][NEUTRAL] This processed under claim number 359-572-9.
[AGENT][NEUTRAL] It looks like benefit amount of $3300.81 processed to the provider.
[AGENT][NEUTRAL] This claim processed on [PII].
[CUSTOMER][NEUTRAL] When it was paid?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] When the, did the claim paid payment issue on which date?
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With a check?
[AGENT][NEUTRAL] Yes, it was a single check.
[AGENT][NEUTRAL] And that was check number 22041952.
[CUSTOMER][NEUTRAL] Check number?
[CUSTOMER][NEUTRAL] 1952. OK.
[CUSTOMER][NEUTRAL] Single payment.
[CUSTOMER][NEUTRAL] of 3,381.
[CUSTOMER][NEUTRAL] And what would be the reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Genesis, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, I do have another number.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK. Member ID number, we have it as 02140683.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $44,082.92.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] This processed under claim number 3597874. Proceed to the provider.
[AGENT][NEUTRAL] On [PII] 2025.
[AGENT][NEUTRAL] This was under check number 2043302. Single check looks like a benefit amount of $1000.
[CUSTOMER][NEUTRAL] $10 OK.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Single payment, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. At this moment, that was all. Thank you very much.
[AGENT][POSITIVE] Just as you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Mm.