AccountId: 011433970860
ContactId: d3c7d94d-a9cc-462c-858c-ea49255742e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553739 ms
Total Talk Time (AGENT): 133451 ms
Total Talk Time (CUSTOMER): 117152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d3c7d94d-a9cc-462c-858c-ea49255742e4_20250418T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi this is from [PII] office.
[AGENT][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I, I didn't get your name. What is your name?
[CUSTOMER][NEUTRAL] Ha
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII] and how can I help you today?
[CUSTOMER][NEUTRAL] For claim status?
[AGENT][NEUTRAL] OK, uh, do you have a good callback number I issue?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 01221549 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Uh, can I get that number one more time? It didn't pull up the policy.
[CUSTOMER][NEUTRAL] 01221549 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But correct. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $16,328.20.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, it looks like, let me see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Sorry, trying to pull up the claim. Just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was for [PII], is that correct?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, looks like we've processed that on, let me get that date.
[AGENT][NEUTRAL] OK, it was received on [PII].
[AGENT][NEUTRAL] That was processed [PII].
[AGENT][NEUTRAL] We made a payment of 7.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] [PII] is received date. What is the process?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The client was paid uh right?
[AGENT][NEUTRAL] Yes, we made a payment of 700.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] What is pay date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Allowed amount?
[AGENT][NEUTRAL] It's this is a secondary policy, so it just pays a dollar amount according to the policy.
[AGENT][NEUTRAL] So it paid 700.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] And we don't determine patient responsibility as a secondary policy.
[CUSTOMER][NEUTRAL] Was payment done through check or EFT?
[AGENT][NEUTRAL] Che
[CUSTOMER][NEUTRAL] OK, what is the check number?
[AGENT][NEUTRAL] 202-715-6
[CUSTOMER][NEUTRAL] Is single check or bulk check?
[AGENT][NEUTRAL] A single check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the check issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the check mailing address?
[AGENT][NEUTRAL] Uh, hold on one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], after.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is the check is cash?
[AGENT][NEUTRAL] I don't show the check has been cash.
[CUSTOMER][NEUTRAL] Uh, what is the cash encashment date?
[AGENT][NEUTRAL] Is the what?
[CUSTOMER][NEUTRAL] And cashment date.
[AGENT][NEGATIVE] It's not been cashed.
[CUSTOMER][NEUTRAL] OK. I check payment is cleared or not?
[AGENT][NEGATIVE] It is not cleared.
[CUSTOMER][NEUTRAL] How many days to clear the check?
[AGENT][NEUTRAL] We don't show the check is cleared. Would you like us to see if it has and then do a reissue?
[CUSTOMER][NEUTRAL] OK, can you please fax the EOB?
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can I help with anything else?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What is the time, what is the timely filing limit for the EOB?
[AGENT][NEUTRAL] The timely filing for the EOB?
[AGENT][NEUTRAL] I, I'll fax it to you in just a few minutes. Is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, you.
[CUSTOMER][NEUTRAL] Yeah. It will come?
[AGENT][NEUTRAL] Yeah, it just takes a couple of minutes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, claim number.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Claim number is 3561789.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3561789, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can you please spell your name? Sorry for that.
[AGENT][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] First initial to last name, [PII].
[CUSTOMER][NEUTRAL] All the.
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for this information.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Thank you.