AccountId: 011433970860
ContactId: c39bc688-fa37-4422-af3e-792d4b8e1cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 996989 ms
Total Talk Time (AGENT): 160185 ms
Total Talk Time (CUSTOMER): 119992 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c39bc688-fa37-4422-af3e-792d4b8e1cef_20250123T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], this is [PII] at River Valley Primary Care Services, and I need to check uh claim status and payment on a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your phone number, Ms. [PII], just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. I had to think about that a minute.
[AGENT][NEUTRAL] You don't call yourself.
[CUSTOMER][NEUTRAL] No, I hear you. I was like, well, wait a minute, which number am I gonna give today?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That's OK. OK, Ms. [PII], what is the uh the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[CUSTOMER][NEUTRAL] Do you have a
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's gonna be D 445-04748.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have [PII]'s social security number because that policy number is not going to pull in for me because that's the IMA number?
[CUSTOMER][NEUTRAL] OK, uh, yes, it is going to be 448-060-439.
[AGENT][POSITIVE] OK, thank you so much let me pull her in that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I've got it pulled up.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] And they the service is gonna be [PII] for $12.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] We got some information back but it says claims services pending further review so I wasn't for sure if you guys were needing something or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number that you have is the 353-8212?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I'm finding too.
[AGENT][NEUTRAL] Let me see what it says now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am showing that $50 was paid with check number 2018585.
[AGENT][NEUTRAL] Let me check that real quick.
[CUSTOMER][NEUTRAL] Let me see here 11:20.
[CUSTOMER][NEUTRAL] For a $12 charge?
[AGENT][NEUTRAL] Yeah, we paid
[AGENT][NEGATIVE] Oh, they had that wrong. We paid $12 with check number 2018585 and I went to River Valley Primary Care.
[CUSTOMER][NEUTRAL] Give me.
[CUSTOMER][NEUTRAL] OK, give me that check number again.
[AGENT][NEUTRAL] 2018585.
[CUSTOMER][NEUTRAL] OK, was that like a paper check or EFT?
[AGENT][NEUTRAL] That was a paper check. There was also another charge for procedure 81003.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The bill amount was $38.
[AGENT][NEUTRAL] Yeah, that's what happened is it was $38 and we paid it with check number 2018584.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Please forgive me, that did not go to you. That one was not yours. So your check payment is the.
[CUSTOMER][NEUTRAL] Uh, that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2018585 for the amount of $12. And that was done on
[CUSTOMER][NEUTRAL] OK, when did that go out?
[AGENT][NEUTRAL] Yes ma'am, let me look.
[CUSTOMER][NEUTRAL] I didn't mean to cut you off there. I'm sorry.
[AGENT][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] That check was issued on [PII].
[CUSTOMER][NEUTRAL] Has it been cash, do you know?
[AGENT][POSITIVE] No, ma'am. It's still outstanding.
[CUSTOMER][POSITIVE] It's still outstanding. OK, can you tell me the address that it was sent to?
[AGENT][NEUTRAL] Yes ma'am, it was sent to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Uh huh uh huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK, yeah, that's right, that's right, I'll just look and see um it might be coming around, you know how slow mail is and stuff.
[AGENT][NEGATIVE] Yes, ma'am. Yes, it's terrible.
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for me, hon?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a good rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEGATIVE] Oh crap.
[AGENT][NEUTRAL] out
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Yes.