AccountId: 011433970860
ContactId: bce20f8c-2b96-49c8-a2f8-babe0b428889
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216679 ms
Total Talk Time (AGENT): 94842 ms
Total Talk Time (CUSTOMER): 57836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/bce20f8c-2b96-49c8-a2f8-babe0b428889_20250306T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from LabCorp on the line that may be recorded for quality and training purposes, and I'm trying to determine if you guys received a patient claim we submitted.
[AGENT][NEUTRAL] Sure, I could check on a client for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 01897877.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and then that bill amount please.
[CUSTOMER][NEUTRAL] It is $2880.15.
[AGENT][POSITIVE] Got it thank you one moment please.
[AGENT][NEUTRAL] I'm sorry [PII], what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] It's LabCorp.
[AGENT][POSITIVE] OK, I believe I've found it.
[AGENT][NEUTRAL] Was that amount the $2880.15 was that before or after major medical paid?
[CUSTOMER][NEUTRAL] That was before that was the original claim amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have the amount after they paid?
[CUSTOMER][NEUTRAL] Um, give me just a second, let me see what I have here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So right now I'm showing a balance of $328.
[AGENT][POSITIVE] Perfect. OK, awesome. Thank you for verifying that. So yes, um, we did receive this claim and we did pay that full benefit amount of $328. Um, if you give me one moment, I'll get that claim number and that check information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, let me know when you're ready I'll give you that claim number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 3,570,180.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I've got that check number as 20.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 30,500.
[CUSTOMER][NEUTRAL] And are you able to determine what day that check was issued and if it has been cashed?
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Absolutely, so it looks like that check was just issued [PII], so just a few days ago, um, and so of course it has not yet cleared.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Got you alright awesome and if I could just get the first initial of your last name and if there's a reference number for our call today?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's gonna be all.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.