AccountId: 011433970860
ContactId: bd9a5d4e-274c-480b-851b-278bd02f024f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450029 ms
Total Talk Time (AGENT): 116207 ms
Total Talk Time (CUSTOMER): 125450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/bd9a5d4e-274c-480b-851b-278bd02f024f_20250324T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. Can you please help me regarding the claims?
[AGENT][POSITIVE] Yeah, I'm happy to check on a claim for you today, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number. Please allow me a moment. Let me check.
[CUSTOMER][NEUTRAL] Yeah. So the patient policy number is 02260485.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] Thank you. And then can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, patient name is uh [PII].
[CUSTOMER][NEUTRAL] More uh sorry, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what is the data service?
[CUSTOMER][NEUTRAL] Accelerator service, I have 1116 2022.
[AGENT][NEUTRAL] In the build amount?
[CUSTOMER][NEUTRAL] Uh, let me check, please. Give me a moment.
[CUSTOMER][NEUTRAL] OK. The bill amount is $1,432.68.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[AGENT][NEUTRAL] Do you by chance have an amount after the primary?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let me check if I have.
[CUSTOMER][NEUTRAL] Uh, the amount we have after the prime we paid $401.45.
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service claim was received on [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $401.45. This was processed on [PII].
[AGENT][NEUTRAL] What other information did you need from the claim today, [PII]?
[CUSTOMER][NEUTRAL] So, as you said, the claim is processed. I made the allowed and paid amount in this claim. Is this claim paid or denied?
[CUSTOMER][NEUTRAL] If there is payment, so need the allowed.
[AGENT][NEUTRAL] The claim
[AGENT][NEUTRAL] The claim paid $401.45.
[CUSTOMER][NEUTRAL] $401.45 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I have, uh, uh, OK. So can you please tell me uh the payment mode, uh, it is paid by EFT or check?
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] May I have the check number, please?
[AGENT][NEUTRAL] Check number is 1818857.
[CUSTOMER][NEUTRAL] It is a single check. And what is the issue date of the check?
[AGENT][NEUTRAL] That was on [PII].
[CUSTOMER][NEUTRAL] And also, may I have the clear date, please?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] I don't have a clear date, but I do show that the, the check has been cashed.
[CUSTOMER][NEUTRAL] Yeah, when, uh, when the cash, uh sorry, check has been cashed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, uh, what is the date of the cash date?
[AGENT][NEUTRAL] I don't have a date it was cashed.
[CUSTOMER][NEUTRAL] OK. Can you please fax the EOB for this claim?
[AGENT][NEUTRAL] Yeah, would you like it sent to you via fax?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, and should we mark that attention to you?
[CUSTOMER][NEUTRAL] Yeah, attention to my name, [PII]
[AGENT][NEUTRAL] OK, [PII], EOB is on its way. should be there in about 5 minutes. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] No, that is all I need and uh let me check if I have any other member with it.
[CUSTOMER][NEUTRAL] Mm, so, no, I have only this member and thank you for helping me for the day. Have a great time. Can you please share me, uh, uh, yeah, can you please also share me the call reference number and the, as well as claim number because I forgot to take the claim number.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Claim number is going to be 337.
[AGENT][NEUTRAL] 7207.
[AGENT][NEUTRAL] In the call reference?
[CUSTOMER][NEUTRAL] OK. And uh the
[AGENT][NEUTRAL] Call reference is going to be my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, sir, for helping me for the day. Have a great time.
[AGENT][NEUTRAL] You too bye bye.