AccountId: 011433970860
ContactId: c4ce4306-1a26-479d-918f-02ca04273b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659260 ms
Total Talk Time (AGENT): 146478 ms
Total Talk Time (CUSTOMER): 226492 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c4ce4306-1a26-479d-918f-02ca04273b09_20250516T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], this is [PII] and I'm calling you from provider's office initial. My last name is [PII], uh, and I'm looking for the claim status. Could you help me with that?
[AGENT][NEUTRAL] Yes, I can help the claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 202,474,940.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes, I have just a second.
[CUSTOMER][NEUTRAL] Uh, patient, uh, sorry, the date of service is [PII]. The amount is $158.
[AGENT][NEUTRAL] OK, looks like we received that claim.
[AGENT][NEUTRAL] That was received on 8-21-24. Proceed 823-24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we made a payment of $75.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just a second. When you guys, could you repeat one second when you receive and process this claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] As I just stated, it was just
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Received 821 24, processed 823 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6214.
[CUSTOMER][NEUTRAL] OK. And may I know the mode of payment?
[AGENT][NEUTRAL] A single check?
[AGENT][NEUTRAL] For 75.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Uh, for, OK, could you spell that, could you provide the check number?
[AGENT][NEUTRAL] Check number is 1869719.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. You should visit it.
[AGENT][NEUTRAL] Uh, it was issued on the
[CUSTOMER][NEUTRAL] 823, right?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] 8:23.
[CUSTOMER][NEUTRAL] When it was issued?
[AGENT][NEUTRAL] 8:23.
[CUSTOMER][NEUTRAL] OK, when it is and when it is all spell?
[AGENT][NEUTRAL] Uh, hold on one moment.
[AGENT][NEUTRAL] The check was cashed on 9-6-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you confirm the mailing address where it was where the check was sent?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] City is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's a single check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The single amount and uh could you provider for my claim numbers I think it's 3507267236 right.
[AGENT][NEUTRAL] Uh, that's the duplicate, uh, the original claim that we paid on 349-6846.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 3496486.
[AGENT][NEUTRAL] 349-684-6
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much. And uh just a second actually I have 5 more data services do you have with all of these teams.
[AGENT][NEUTRAL] For the same patient?
[CUSTOMER][NEUTRAL] Yeah, for the same patient.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] Uh, the next state of service is it's.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is.
[CUSTOMER][NEUTRAL] The amount is $225.
[AGENT][NEUTRAL] I received 821 24, processed 823 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Single check payment, $75.
[AGENT][NEUTRAL] Check number 186.
[CUSTOMER][NEUTRAL] Uh, check number.
[AGENT][NEUTRAL] 1869717
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 971-7. OK.
[CUSTOMER][NEUTRAL] When it was issued?
[AGENT][NEUTRAL] 823 24.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] 96 2024.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, give me the following claim number.
[AGENT][NEUTRAL] Claim number is
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't need the uh mhm.
[AGENT][NEUTRAL] Are you ready for the claim number?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure, ma'am.
[AGENT][NEUTRAL] 349-683-3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 683-3. Thank you so much. Shall we proceed for the next state of service?
[AGENT][NEUTRAL] Yes, what is it?
[CUSTOMER][NEUTRAL] Uh, the next service is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you send the UV for all of these claims.
[AGENT][NEUTRAL] Sure. What's your facts?
[CUSTOMER][POSITIVE] On my fax number. Thank you so much.
[CUSTOMER][NEUTRAL] My fax number sure I'm providing my fax number. Uh, my fax number is
[CUSTOMER][NEUTRAL] My fax number is [PII]. I'm repeating once again. [PII] with attention my name [PII].
[CUSTOMER][NEUTRAL] And how much time I will get this UV?
[AGENT][NEUTRAL] About 5 minutes.
[CUSTOMER][NEUTRAL] OK, one second, thanks so much. And please, uh, go for the date of service [PII].
[AGENT][NEUTRAL] I don't have that claim on file, but this policy terminated 7120 or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 714. OK, just a second.
[CUSTOMER][NEUTRAL] Just on on file.
[CUSTOMER][NEUTRAL] Is there any other poli uh, is there any other policy or active uh policy for this number for this insurance?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, there's not.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] OK, thank you so much. So shall we proceed for the next sort of service? Next sort of service is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the policy is not active terminated [PII].
[CUSTOMER][NEUTRAL] OK, so payment is on.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much, because [PII] is also not on thank you so much and the next one is
[CUSTOMER][NEUTRAL] It is OK, this one is I have um.
[CUSTOMER][NEUTRAL] The next one is [PII] [PII]. The amount is $129.
[AGENT][NEUTRAL] Received 82124.
[AGENT][NEUTRAL] Processed and paid 823 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] $75 single check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1869718.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cleared 9-62024.
[CUSTOMER][NEUTRAL] 971 8.
[CUSTOMER][NEUTRAL] OK, please try the team number.
[AGENT][NEUTRAL] 3349-6837
[CUSTOMER][NEUTRAL] 349-646349.
[AGENT][NEUTRAL] 349-683-7
[CUSTOMER][POSITIVE] Uh thank you so much. Uh, the next one is
[CUSTOMER][NEUTRAL] The next is.
[CUSTOMER][NEUTRAL] November 27, 2024.
[AGENT][NEUTRAL] don't have the claim on file. They're terminated 721-2024.
[CUSTOMER][NEUTRAL] And for.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] I'm good thank you just a second, I'm checking this one up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, please, uh, have you had that all the UVs?
[AGENT][NEUTRAL] Uh, no, I'm faxing them right now.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, and anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no thanks so much. Uh, give me the call this number if you can.
[AGENT][NEUTRAL] All reference number is my name.
[CUSTOMER][NEUTRAL] And your name is definitely your name is right?
[AGENT][NEUTRAL] Yeah, my name in today's date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. Bye-bye.