AccountId: 011433970860
ContactId: f7073800-c599-4ca1-bf5b-293d8ad2ff3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249020 ms
Total Talk Time (AGENT): 104903 ms
Total Talk Time (CUSTOMER): 83906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f7073800-c599-4ca1-bf5b-293d8ad2ff3d_20250328T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was following up on an open claim for a patient of ours.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK. Thank you. Um, now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have 025.
[CUSTOMER][NEUTRAL] 20891.
[CUSTOMER][NEUTRAL] Right, that's what
[AGENT][NEUTRAL] OK. And could I please get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK, and your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] I'm looking at [PII] and it is the amount of 476.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Sorry it's good it's good it's good.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] File a claim
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, waiting on my system. OK, we received that claim on January, right, thank you. We received that claim on [PII]. It processed on [PII]. The claim number is 354-7147 and it paid out for $154 even.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] And do you know how I, how it was paid?
[AGENT][NEUTRAL] Um, yes, ma'am. It was a single check and that check number is 2022.
[AGENT][NEUTRAL] 306 and it was mailed to the address on the claim. It was mailed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] And it it show outstanding still?
[AGENT][POSITIVE] Yeah, that's what I'm pulling up now, the check information. Yes, ma'am. It's showing that it's still outstanding.
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] Would you be able to reprocess and reissue that?
[AGENT][POSITIVE] Um, yes, ma'am. I'll send a request to have it reprocessed and reissued, and you can check on the status of it within 7 to 10 business days.
[CUSTOMER][NEUTRAL] 7 to 10 business days.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, and um just to confirm is it the um [PII] office or the the treating office which is on um in [PII]?
[AGENT][NEUTRAL] The one in [PII].
[CUSTOMER][NEUTRAL] [PII], OK, perfect. I just wanted to confirm that. Alright, and can I have um your name one more time and the reference number?
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That is it for me. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great weekend, bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] OK thanks.