AccountId: 011433970860
ContactId: c90ce37f-1bee-4f15-81c8-0f0420ba8a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466670 ms
Total Talk Time (AGENT): 164020 ms
Total Talk Time (CUSTOMER): 145718 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c90ce37f-1bee-4f15-81c8-0f0420ba8a72_20250321T18:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from American Health Network provider's office.
[CUSTOMER][NEUTRAL] And uh we have received a payment from uh your insurance, so I want to know more information about the payment like for which number it is.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And my extension [PII].
[AGENT][NEUTRAL] And what is the policy number for the member that you're inquiring about today?
[CUSTOMER][NEUTRAL] Uh, no. Actually, I don't have a policy number. I only have the check number and the check.
[AGENT][NEUTRAL] Do you have a check number?
[AGENT][NEUTRAL] Do you have an EOB? I mean, no, do you have a claim number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, actually.
[AGENT][NEGATIVE] So the it didn't come in the letter. It didn't come with a letter attached to it?
[CUSTOMER][NEUTRAL] I only got the check number and the check.
[CUSTOMER][NEUTRAL] No, actually.
[AGENT][NEUTRAL] So when we send out a check, it's attached to a letter.
[CUSTOMER][NEUTRAL] Or might be uh misplaced.
[CUSTOMER][NEUTRAL] Oh, that might be misplaced by our side.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is the check number?
[CUSTOMER][NEUTRAL] Uh, it is 202-683-2.
[CUSTOMER][NEUTRAL] And it's for $50.
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hey Ms [PII], how are you doing?
[AGENT][NEUTRAL] I'm all right, Miss [PII]. I have a question. I have a provider called so he received a check from us. He don't have no letter attached to the check. It's just a check for $50.
[AGENT][NEUTRAL] How can I find out who policy or what claim we paid it made that payment on?
[AGENT][NEUTRAL] P A I let me write this down.
[AGENT][NEUTRAL] OK. It's the HR.
[AGENT][NEUTRAL] I pulled it up. I put in a check number.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And then he gave me the um.
[AGENT][NEUTRAL] The policy number.
[AGENT][NEUTRAL] And we process um.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Thank you Ms. Let me write this down P V I Q.
[AGENT][POSITIVE] Have a good day. Thank you.
[AGENT][POSITIVE] Thank you for holding. I apologize for the inconvenience. So this check was sent over to you guys for a.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I'm going to spell his name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last last letter is [PII], right?
[AGENT][NEUTRAL] Yes, and then the middle name is [PII] for the middle initial.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the last name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. All right. And what's the date of service for this claim?
[AGENT][NEUTRAL] This date of service is for.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]. I, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, that's what I wondered. OK, no problem. And uh by any chance, do you see any patient account?
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] spelled as [PII].
[AGENT][NEUTRAL] But when you were talking, it sounds like a muffler. Uh could you repeat that?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, it's [PII] as [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] And uh do you see a patient account number?
[CUSTOMER][NEUTRAL] Do you see patient account number for this uh member?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] So I need you to, to um provide me with verification of this patient's name and date of birth. Did you pull the patient up in your system?
[CUSTOMER][NEUTRAL] Uh, let me see if I can pull from the name.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, I believe uh if you can provide me the patient account number, that would be great. So I can pull the patient details. Uh I see [PII].
[CUSTOMER][NEUTRAL] Oh, is it, is it date of service is [PII] or [PII]?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I mean [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got you. Thank you. So I see here.
[CUSTOMER][NEUTRAL] So, I, I got the patient's date of birth.
[CUSTOMER][NEUTRAL] Uh, is it, uh, [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, mm, all right, I got the patient information on my system. And, uh, still, actually, I don't have the EOV on the system. So is it possible for you to send me a copy of EOV?
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] Mm yeah. It is [PII].
[AGENT][NEUTRAL] So you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. And uh I would like to get a call reference number.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. We don't provide reference numbers unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.