AccountId: 011433970860
ContactId: d0cc3404-172f-453a-9f57-1c9b8f5c6883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193550 ms
Total Talk Time (AGENT): 94859 ms
Total Talk Time (CUSTOMER): 60221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/d0cc3404-172f-453a-9f57-1c9b8f5c6883_20250321T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just trying to check claim status for a patient please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm with the provider's office. Um, the patient's subscriber number is 02558728.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm, I'm going to spell both of them. It's gonna be [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In total bill amount
[CUSTOMER][NEUTRAL] Uh, $404.13.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] Uh, Quality Family Healthcare Clinic.
[AGENT][NEUTRAL] OK, so it looks like this one processed under claim number 3545812. It looks like it paid a benefit amount of.
[AGENT][NEUTRAL] $75 for 99385 and it paid $20 for 96127.
[AGENT][NEUTRAL] This was a single check that processed on [PII].
[CUSTOMER][NEUTRAL] OK, um, can you tell me the check number and then if it was cashed?
[AGENT][NEUTRAL] OK, let's see. I have to send it to finance to verify if it has cleared, but the check number is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 2020505
[AGENT][NEUTRAL] Let me see if I can tell on this and one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Normally we have to send them over.
[CUSTOMER][NEUTRAL] Oh, it's OK. I can.
[CUSTOMER][NEUTRAL] Try and look on this thing.
[AGENT][NEUTRAL] Yeah, and it doesn't show on my end so I would have to send it over to finance.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] No, it's OK it's OK. I can figure it out. OK, uh, can I get a reference number and we'll be done.
[AGENT][NEUTRAL] Yes, it's my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Well, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye mhm.