AccountId: 011433970860
ContactId: de4e8d97-52bd-472c-8d31-7d655ffee250
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284529 ms
Total Talk Time (AGENT): 110835 ms
Total Talk Time (CUSTOMER): 70791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/de4e8d97-52bd-472c-8d31-7d655ffee250_20250305T13:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. So I'm looking for a claim status. Can you please help me with that?
[AGENT][NEUTRAL] I can missed your first name.
[CUSTOMER][NEUTRAL] I'm sorry. Can you please repeat that one more time?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] I can help you, but I did not get your first name. You cut out. What's your first?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] OK and [PII] you said your claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01934036.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's for [PII]. Date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. And do you have the date of service and the total charge?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, that's for [PII] total charge 298.98.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing that this claim was processed [PII], issuing um what's the provider's name?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK, it's issuing a payment in the amount of 130.
[AGENT][NEUTRAL] $7.
[AGENT][NEUTRAL] Um, the check number is 202.
[AGENT][NEUTRAL] 9443.
[AGENT][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 783 9.
[CUSTOMER][POSITIVE] OK. And the check is outstanding.
[AGENT][NEUTRAL] Yeah, it was just processed on the [PII], so I allow more time to receive.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, both of the procedures have been paid.
[AGENT][NEUTRAL] Uh, procedure code, uh, 1206 it denied is not covered under this particular policy, so no payment was made on that one.
[CUSTOMER][POSITIVE] OK. Thank you very much for this one. And
[CUSTOMER][NEUTRAL] Can I have the, yeah, can you please send the UP of this claim to my fax number?
[AGENT][NEUTRAL] OK, so the EOB is attached to the check that was just issued on the [PII] allow time to receive it, um, and or you can um go online and download it from our website which is [PII].
[CUSTOMER][NEUTRAL] OK. And uh you cannot see, send the UB.
[AGENT][NEUTRAL] We, we can, [PII], but because it was just recently processed on the [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] It should be coming your way soon and if you need it now you can download it from our website.
[AGENT][NEUTRAL] At [PII] and if you need help creating that account I can help you with that if you would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But allow time to receive the original explanation of benefits.
[AGENT][NEUTRAL] Or download it from the the website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll check the website and wait for the EUB to be received to the General office. OK, what's the car reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna use my name in today's date is your reference [PII], first initial of my last name is [PII]. And did you have any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] Nothing else. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.