AccountId: 011433970860
ContactId: bfa1087b-e5bc-4646-8b8a-5ef3b4d99830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310959 ms
Total Talk Time (AGENT): 114124 ms
Total Talk Time (CUSTOMER): 96533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/bfa1087b-e5bc-4646-8b8a-5ef3b4d99830_20250220T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office, and I'm looking for claim status information. Could you help me with that?
[AGENT][POSITIVE] I'm happy to check on claim status for you today, [PII]. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have. So the policy number is 021-73645 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[AGENT][POSITIVE] Thank you so much. And then patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, special name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Yes, for the bill amount is $450 even.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So it looks like we did receive this claim. Uh, looks like a benefit payment was sent in the amount of $450.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim is received on [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And the claim number for this is 3558265.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know this claim got uh paid or denied?
[AGENT][NEUTRAL] Claim was paid benefit was sent in the amount of $450 in a single check.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so the allowed and pay mode is $450 am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much, and may I know the check number for this payment?
[AGENT][NEUTRAL] Check number is 202-5608.
[CUSTOMER][POSITIVE] Thank you so much. And may I know the uh issue date for this check?
[AGENT][POSITIVE] Uh, looks like this was issued on [PII]. Check is still outstanding.
[CUSTOMER][POSITIVE] OK, thank you so much for this information. And may I know the pay, pay to address for this check?
[AGENT][POSITIVE] Uh, yes, absolutely. So check was
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Paid to Medr Medical Care at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for this information and uh.
[CUSTOMER][NEUTRAL] Could you send this claim UB to fax number?
[AGENT][POSITIVE] Uh, yeah, absolutely. What's a good fax number?
[CUSTOMER][POSITIVE] Yes, thank you so much for the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Oh, it's my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just to confirm, that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is right.
[AGENT][NEUTRAL] Alright, EOB is on its way, should be there in about 5 minutes.
[CUSTOMER][POSITIVE] OK. Thank you so much. And may I know the call reference number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], that's [PII] My last initial is going to be [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much and thank you for assisting me. You have a great day. Bye-bye.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.