AccountId: 011433970860
ContactId: cf057ec6-33bc-4807-a23c-4e4836c9d798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267750 ms
Total Talk Time (AGENT): 103552 ms
Total Talk Time (CUSTOMER): 78303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cf057ec6-33bc-4807-a23c-4e4836c9d798_20250117T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name is [PII] from East Cooper Medical Center checking for claim status.
[AGENT][NEUTRAL] OK, I can definitely assist you with the claim status, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, just one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It's [PII] and that is a direct line. By the way, [PII], just a reminder that this call is recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right. ID number, it is 025099909.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. It's for [PII]. Date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's for data service of [PII]. Total charge is $73,281.94.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 8870.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim.
[AGENT][NEUTRAL] A total of $3,083.10.
[AGENT][NEUTRAL] And did you need that check information?
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Oh, we don't determine patient responsibility because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] Oh, OK. All right, yes, I need the check information.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Alright, so the check number is 202.
[AGENT][NEUTRAL] 1747.
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was issued on
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was mailed to
[CUSTOMER][NEUTRAL] And to what address it was sent?
[CUSTOMER][NEUTRAL] Oh sure, go ahead, sorry.
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] It was mailed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So if you have not received the
[CUSTOMER][NEUTRAL] OK. Do you have any
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, do you know if it's already been cash?
[AGENT][NEUTRAL] It has not. If you have not received the check by December, I'm sorry, by [PII], um, you can give us a call and we'll check on the check and have it reissued if needed, and we just have to wait a full 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK, can you please uh provide your reference for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII], and today's date.
[CUSTOMER][POSITIVE] All right, OK, so I think that will be all for today, [PII], thank you so much and have a good day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.