AccountId: 011433970860
ContactId: b84a26bb-36b0-4e01-bd3d-1ac6a9de4628
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703219 ms
Total Talk Time (AGENT): 176365 ms
Total Talk Time (CUSTOMER): 192159 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b84a26bb-36b0-4e01-bd3d-1ac6a9de4628_20250131T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yes, I'm doing good and thank you so much for asking though and uh by the way, I'm calling for give me a moment, my system is loading. I apologize for that.
[CUSTOMER][NEUTRAL] OK. By the way, I'm calling for Steward Medical Group INC and please note this call will be recorded and monitored for quality and training purposes. And I'm calling to check on a claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK. The patient name I have here is [PII]. For the date of birth [PII].
[AGENT][NEUTRAL] Thank you. And what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] OK policy number is.
[CUSTOMER][NEUTRAL] 2454913.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. The date of services.
[CUSTOMER][NEUTRAL] Let's see, uh, head of service [PII].
[AGENT][NEUTRAL] OK, and then what's the charge amount?
[CUSTOMER][NEUTRAL] Total charge amount, uh, one moment.
[CUSTOMER][POSITIVE] Thank you. It is for $469 even.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] The primary age that part still loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's $121.72.
[AGENT][POSITIVE] OK, thank you so much [PII]. I'm gonna put you on a brief hold and I'm gonna look up that claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So I looked for the claim and on data service of [PII] with the charge amount of $469 and then after primary 12172, I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, actually, we called previously and uh basically your information I can provide you the claim number. Can I do that?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] 3507493
[AGENT][NEUTRAL] OK, let me see if I can pull that up.
[AGENT][NEUTRAL] Oh, there is a claim for that insured, but it's a different policy number than the one you gave me.
[CUSTOMER][POSITIVE] OK, yeah, I'm sorry for that.
[AGENT][NEUTRAL] Oh wait a minute, let me make sure, yeah, OK, so I do find the claim. The claim was paid $71.72.
[AGENT][NEUTRAL] Let's see real quick.
[AGENT][NEUTRAL] 003389.
[AGENT][NEUTRAL] I'm going to pull up the check real quick.
[AGENT][NEUTRAL] OK, it was paid $71.72.
[AGENT][NEUTRAL] With check number 2003389 and the check was cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] was cleared on [PII]. OK, thank you. And uh
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] The issue date was uh
[CUSTOMER][NEUTRAL] The same [PII].
[AGENT][NEUTRAL] Let me look real quick sir. Yes, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, thank you. Issued on [PII]. 1 moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] checking on more information.
[CUSTOMER][NEUTRAL] OK, thank you and uh the pay to address is a [PII].
[AGENT][NEUTRAL] No, that's not our pay to address.
[AGENT][NEUTRAL] Are you're talking about for the check?
[AGENT][NEUTRAL] The check is cleared, so it got to the right, yeah, the check was cleared, so it got to the right address. Hold on real quick. Let me pull it up again.
[CUSTOMER][NEUTRAL] Yeah, the [PII] sent to address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, that is the um address that the check was sent to the one that you verified.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, thank you. And uh will you be able to send a copy of EOB?
[AGENT][NEUTRAL] Yes, I can send the EOB. What is your fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII]. And also to verify the patient account number.
[CUSTOMER][NEUTRAL] Is it [PII] [PII]?
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and uh it was allowed at 87 yeah, OK, so.
[AGENT][NEUTRAL] You're welcome. I'm gonna put you on hold. What?
[AGENT][NEUTRAL] I'm gonna put you on hold and I'm gonna send that um EOB to you. I'll be right back.
[CUSTOMER][POSITIVE] Oh sure, thank you, yeah.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, [PII]. I've got that fax on its way to you.
[CUSTOMER][NEUTRAL] Thank you. And uh I just want to confirm, it is a single check, right, for $71.72.
[AGENT][NEUTRAL] Uh yes, let me look up the check again.
[CUSTOMER][POSITIVE] Thank you. I apologize. I missed to verify that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's a single check for $71.72.
[CUSTOMER][POSITIVE] OK, thank you so much. And uh that's all the information I need. And uh I do have one more claim. Will you be able to assist me with that?
[AGENT][NEUTRAL] Uh y[PII] sir, let me put my notes in on this one.
[AGENT][NEUTRAL] And I'll get right back with you on that. Let me put my notes in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So and uh yeah, OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready for the next patient.
[CUSTOMER][NEUTRAL] OK, thank you. Yeah, also, uh, actually, the claim is closed. I apologize for that. Uh, uh, I just need a reference number and your name. Uh, I'm sorry for that.
[AGENT][NEUTRAL] OK. Uh, my name is [PII].
[AGENT][NEUTRAL] And you can use my name in today's date.
[AGENT][NEUTRAL] your reference.
[CUSTOMER][NEUTRAL] T O R Y or R I?
[AGENT][NEUTRAL] Why
[CUSTOMER][NEUTRAL] No, I don't I
[CUSTOMER][POSITIVE] OK, thank you, [PII], and your name and [PII]. Thanks so much for your assistance, sorry, and you have a great day. Bye. Take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, [PII]. You have a blessed one. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah.