AccountId: 011433970860
ContactId: df239c34-0564-4452-ac90-1dbc8faa69d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259420 ms
Total Talk Time (AGENT): 78721 ms
Total Talk Time (CUSTOMER): 97218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/df239c34-0564-4452-ac90-1dbc8faa69d6_20250225T21:27_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good good um I am calling in regards to a, um, a claim that we submitted and we wanna check the if you received it and what the status.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, yes, one second.
[CUSTOMER][NEUTRAL] 1907623.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying his account and you did say you were calling for status. What is the date of service?
[CUSTOMER][NEUTRAL] The data service that we have is 3-14-2024 for the amount of $2,484.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show the claim was received. It looks like it was processed and uh paid on [PII], uh, paying a $300 to the provider.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, so it was paid when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, $300 and how do you pay that $300 with check, uh check it.
[AGENT][NEUTRAL] A single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] What's the check number?
[AGENT][NEUTRAL] 202-529-7.
[CUSTOMER][NEUTRAL] They're not verified when um where this trip was sent.
[AGENT][NEUTRAL] Uh, it looks like the mailing address is [PII].
[CUSTOMER][NEUTRAL] Do you have the [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One second, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you, did you happen to show that?
[CUSTOMER][NEUTRAL] That um check cash by any chance?
[AGENT][NEUTRAL] Uh, no, it, it does show that it is still, uh, an open check. It has not, uh, cash.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] One second, let me fix something.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, let me, so it's $300 even, right? I was just trying to see, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I guess we'll just.
[CUSTOMER][NEUTRAL] Wait. OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And your name again, [PII], um, what's your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Do you give her any reference numbers?
[AGENT][NEUTRAL] Uh, to reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.