AccountId: 011433970860
ContactId: e201c703-0620-4c88-a90d-f222e18af14b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442519 ms
Total Talk Time (AGENT): 183660 ms
Total Talk Time (CUSTOMER): 156241 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e201c703-0620-4c88-a90d-f222e18af14b_20250106T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. Very good afternoon. This is [PII]. I'm calling from provider's office for the claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do have just a moment for that. I'll provide you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The member's ID number is
[CUSTOMER][NEUTRAL] Number 016998. M as in Mary, [PII], number 8.
[AGENT][NEUTRAL] Give me the policy number again. I have 0169998.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] After 8 is 4, then M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line, no extension.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], right. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. I still think I'm missing a number to the policy number. I have written down 0169984.
[AGENT][NEUTRAL] Is there one more digit in that number?
[AGENT][NEUTRAL] Before the elm.
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] ML after that number 8. OK. Let me check in the policy.
[AGENT][NEUTRAL] Yeah, before the letter M.
[CUSTOMER][NEUTRAL] ID card.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, it is 001699864.
[AGENT][POSITIVE] 64. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And you said that the patient is [PII]. Date of birth [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're checking a claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can provide the date of service and the total charge we can assist with the status.
[CUSTOMER][NEUTRAL] OK. And date of service is [PII] with the billing amount of $180.
[AGENT][NEUTRAL] 180 or 108?
[CUSTOMER][NEUTRAL] Yes. 182.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me give you the current policy number, the one that you provided termed, uh, terminated on [PII], so the current policy number.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 115.
[AGENT][NEUTRAL] Uh, the effective date is [PII], and this policy is currently active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Showing that the um primary EOB was received on [PII], processed on the [PII] um showing a payment issued in the amount of.
[AGENT][NEUTRAL] $30 even.
[AGENT][NEUTRAL] Did you need the check number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That number is 186.
[AGENT][NEUTRAL] 9191.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim number.
[AGENT][NEUTRAL] It's 349.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 531 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the check issue date?
[AGENT][NEUTRAL] The, the date that it processed on the [PII].
[CUSTOMER][NEUTRAL] [PII], right? And it is a bulk check or single check?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Send an individual check.
[CUSTOMER][NEUTRAL] And do you have the check clear date?
[AGENT][POSITIVE] I'm showing it's outstanding.
[CUSTOMER][NEUTRAL] Cashed it, I mean.
[AGENT][NEUTRAL] I'm showing it's not cashed yet.
[CUSTOMER][NEUTRAL] OK. Uh, could you please provide me what is the pay to address, uh, that might be the reason it, uh, still showing an outstanding.
[AGENT][NEUTRAL] Mhm. Verify your billing address for me.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], that's the address it was sent to.
[CUSTOMER][NEUTRAL] Oh, no, it is, uh, [PII]. Yes.
[AGENT][NEUTRAL] Yeah I have that [PII].
[AGENT][NEUTRAL] So that's the address the check was mailed to?
[CUSTOMER][NEUTRAL] Uh, could you please reissue the check. It has been, OK. Could you please reissue the check as it has been more than 36 months now.
[AGENT][NEUTRAL] OK, do you want to verify? We can check to see if it's cleared.
[CUSTOMER][NEUTRAL] No, no, 641. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or if it's been cashed allow about 24 to 48 hours and then I can give you a call back at the number that you gave me.
[CUSTOMER][NEUTRAL] OK, so you're going to place this check on, check dresser, right?
[AGENT][NEUTRAL] We verify if it has cleared. If not, we've confirmed the address is correct, we will void the original check and reissue a new check to the same PO box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so the number that you gave me, is that a direct line to you or is that a general number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, general number.
[AGENT][NEUTRAL] So I'll get you when I dial that number?
[CUSTOMER][NEUTRAL] Oh, we have this number only. You can call, I mean, my name and they'll transfer you to me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Alrighty, did you have any other questions?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, [PII]. Well, I'll give you a call once I get, um.
[AGENT][NEUTRAL] A response as to whether it's cleared or it's still outstanding and then the next step.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And uh uh your name, please?
[AGENT][NEUTRAL] It's [PII]. Uh, you'll use my name and today's date as reference for today's call. [PII].
[AGENT][NEUTRAL] Oh, NYA
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][NEUTRAL] And any other questions?
[CUSTOMER][POSITIVE] Uh, no, [PII]. Thank you very much for assisting me on this claim. [PII]ave a wonderful day and stay safe. Bye-bye.
[AGENT][NEUTRAL] I mean you can also check your status on our online service center at [PII].
[CUSTOMER][POSITIVE] Sure. Thank you very much.
[AGENT][POSITIVE] All [PII]. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Oh