AccountId: 011433970860
ContactId: c63a1127-f6ca-4844-88ea-1857c975b6a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340880 ms
Total Talk Time (AGENT): 95555 ms
Total Talk Time (CUSTOMER): 135226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c63a1127-f6ca-4844-88ea-1857c975b6a9_20250415T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from White and Beer regarding a claim status, please.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is
[CUSTOMER][NEUTRAL] I just double check 018.
[CUSTOMER][NEUTRAL] 52,130 M as in Mary, L as in Louis 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And her date of birth?
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status.
[CUSTOMER][NEUTRAL] Yes, for um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] It's uh J 0717.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what was the total charge for that?
[AGENT][NEUTRAL] The bill.
[CUSTOMER][NEUTRAL] $5,946.
[AGENT][NEUTRAL] OK, we did get that claim and we paid 1,03372.
[CUSTOMER][NEUTRAL] Um, I'm sorry, how much you said? 1000?
[AGENT][NEUTRAL] 1,03372 cents.
[CUSTOMER][NEUTRAL] 72 cents. OK. Uh, let me ask you another question. Do you have um a claim number and a check number also?
[AGENT][NEUTRAL] The claim number is 3562894.
[AGENT][NEUTRAL] The check number is 202-733-3.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And the date?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me ask you a question. Uh, we have not received any payment yet. Can you verify if it's um outstanding still, the, the check?
[AGENT][NEUTRAL] Hold on one.
[AGENT][POSITIVE] OK, it's still outstanding.
[CUSTOMER][NEUTRAL] OK. Today will be 30 days. Is there a way you can um
[CUSTOMER][NEUTRAL] You know what? No, I think we should wait at least one more week. I don't know. No, it's more than normal. OK, can you um request a reissue for that check?
[AGENT][NEUTRAL] Yes, ma'am. What is the correct address it should be going to?
[CUSTOMER][NEUTRAL] Because we have no
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Suite 304.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's the address it went to. OK, I can get it void and reissued since it's been 30 days.
[CUSTOMER][NEUTRAL] OK, perfect. And do you know the ratio how long that might take?
[AGENT][NEUTRAL] Um, give it at least, uh, a week.
[AGENT][NEUTRAL] It shouldn't take that long, but at least a week.
[CUSTOMER][NEUTRAL] A week? OK.
[CUSTOMER][POSITIVE] Just in case. OK, sounds perfect. Um, all right. Can I please have a call reference number, please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No. So your name was [PII], correct?
[AGENT][POSITIVE] Correct. Uh-huh.
[CUSTOMER][POSITIVE] OK, and today's day. All right, [PII], thank you so much for your help and have a good day. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.