AccountId: 011433970860
ContactId: c5da4645-32fe-413a-8d3b-eb30eeb4d2f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275029 ms
Total Talk Time (AGENT): 95463 ms
Total Talk Time (CUSTOMER): 96920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c5da4645-32fe-413a-8d3b-eb30eeb4d2f5_20250108T16:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. My name is [PII] calling from Doctor [PII]'s office with Yix Healthcare Services. I'm calling because I'm trying to obtain status on a secondary claim for a patient.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. Um first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what was your name?
[AGENT][NEUTRAL] Um, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] No problem. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have 02286183.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] The date of service was for [PII], and the bill amount is 253 even.
[AGENT][NEUTRAL] OK, thank you, and one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] Um, it processed and paid on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sure, I'm showing that the claim number is 3,542,430.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it paid for $25 which is the benefit amount um for office visits under this policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what, how did the claim pay you? Was it an EFT or a paper check?
[AGENT][NEUTRAL] Um, it was a single paper check and the check number is.
[AGENT][NEUTRAL] 201.
[AGENT][NEUTRAL] 9048 and it was mailed to the address on the claim.
[CUSTOMER][NEUTRAL] 02 OK.
[CUSTOMER][MIXED] Awesome. Thank you so much. But you don't have any information as far as, well, I don't think the doctor even deposited the check yet.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Um, I can look up the status of the check. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][POSITIVE] Yeah, it was issued on [PII] and I'm showing that it's still outstanding.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][POSITIVE] Thank you so much for that. And how can I go about obtaining a copy of the EOB because I do have the um.
[CUSTOMER][NEGATIVE] The portal, the APL portal, and it did not pull up anything for the for this data service, which is why I called.
[AGENT][NEUTRAL] Yes, ma'am. I can fax you the EOB. One moment, let me pull up my fax system.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so attention it to Janaa [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You should
[CUSTOMER][NEUTRAL] And do you provide reference numbers for the phone calls?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's about it. And how long will I be receiving the fax?
[AGENT][NEUTRAL] You should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] Awesome thank you [PII] for your help you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.