AccountId: 011433970860
ContactId: cd2809b6-b059-4ccf-bfcb-b938998b417d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299829 ms
Total Talk Time (AGENT): 95197 ms
Total Talk Time (CUSTOMER): 137897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cd2809b6-b059-4ccf-bfcb-b938998b417d_20250626T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for Doctor [PII] to check on the claim payment deposit information. Please be informed that this call has been recorded and monitored for quality and training purposes. May I have your name, please? I'm sorry I missed your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII]. And may I have the name of the facility one more time so I can write it down.
[CUSTOMER][NEUTRAL] OK, so the facility name will be Capital Health Medical Group.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, my callback number will be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number will be 02563342.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name of the patient will be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, date of service will be [PII] and I see the bill amount for this one is $453 even.
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see, what are the procedure codes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm let me check here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I do this either it's P2 E as in Echo 0146.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's the procedure code.
[CUSTOMER][NEUTRAL] Yeah, I do see it's in the remark core and I don't see any pre cos in my end.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I do have a
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Mhm I do have a claim number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, so it looks like the original claim was processed on [PII], and we have sent a benefit amount of $84.70 to the provider.
[CUSTOMER][NEUTRAL] OK, sir, and I do have a specific question. May I know the mode of payment whether you pay through EFT check or VCC?
[AGENT][NEUTRAL] It was checks, single.
[CUSTOMER][NEUTRAL] Paying check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I do have a check number that is 2021952. Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And it's a single check of $84.70. Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] May I have the check issue date?
[AGENT][NEUTRAL] The same as the process date, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and ma'am, the check cashed it or the cleared it.
[AGENT][NEUTRAL] OK, before I do that, may I have the address that the check need that you go to?
[CUSTOMER][NEUTRAL] The address here is [PII].
[AGENT][POSITIVE] OK, so it looks like it's still outstanding.
[CUSTOMER][NEUTRAL] OK. And you see, do you have the same address, right? What I have provided you just now?
[AGENT][NEUTRAL] Yes, yes, it's the same address.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][POSITIVE] But it's still outstanding, uh, all right. And what check was issued on [PII]. OK. And may I have a callerence number so.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just to confirm it's SOL, uh, in the last will be M as in Mike 06262025. Is that correct sir?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you so much for so and have a wonderful day and take care. Bye-bye.
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APM. Bye-bye.