AccountId: 011433970860
ContactId: c042e0d7-0eeb-4261-bf09-91668a41f7aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410529 ms
Total Talk Time (AGENT): 129153 ms
Total Talk Time (CUSTOMER): 128609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c042e0d7-0eeb-4261-bf09-91668a41f7aa_20250616T15:35_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office. I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] OK, could I get a callback number for you please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Policy ID, it would be.
[CUSTOMER][NEUTRAL] 01634912. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII], with the total charge $500 even.
[AGENT][NEUTRAL] And what is the total charge again?
[CUSTOMER][NEUTRAL] $500 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we submitted primary UP on [PII].
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] OK, I show the claim received. I show a payment of $460.01 made to the provider.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you provide me the payment details?
[AGENT][NEUTRAL] Yes, ma'am. There was a single check payment of 4601 cents. Check number is 2044.
[AGENT][NEUTRAL] 1 2nd
[AGENT][NEUTRAL] 204-497-9
[AGENT][NEUTRAL] I show this check has not cleared at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check was paid.
[AGENT][NEUTRAL] To diagnostic Center of Miami, mailing address [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And uh for reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] OK. It's spell out.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It would be [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I have 2 more claims with you. Can you help me with this?
[AGENT][NEUTRAL] For a different member?
[CUSTOMER][NEUTRAL] Yeah, for different members.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 02583477. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Could I get the policy number again, please?
[CUSTOMER][NEUTRAL] Sure. 02583477.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1. Date of birth is [PII].
[AGENT][NEUTRAL] What is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII] with the total charge $405 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show the claim received on [PII].
[AGENT][NEUTRAL] On [PII], the claim was denied for the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Uh, can you provide me the claim number?
[AGENT][NEUTRAL] Claim number is 361-0908.
[CUSTOMER][NEUTRAL] 361-0908
[AGENT][NEUTRAL] 361-0908
[CUSTOMER][POSITIVE] OK, thank you so much. And the last number?
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 01845906. M. like Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service you're checking?
[CUSTOMER][NEUTRAL] It's uh [PII] with the total charge $500 even.
[AGENT][NEUTRAL] What is the date of service again?
[CUSTOMER][NEUTRAL] [PII], with total charge $500 even.
[AGENT][NEUTRAL] OK, I show the claim received on [PII].
[AGENT][NEUTRAL] On [PII], the claim was denied for the primary EOB.
[CUSTOMER][NEUTRAL] OK, can you provide me the claim number?
[AGENT][NEUTRAL] Claim number is 3606925.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 06925, right?
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 3606925.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day. Bye.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah.