AccountId: 011433970860
ContactId: fe57c2e0-88bb-4436-ac38-a0352f89c622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255770 ms
Total Talk Time (AGENT): 121968 ms
Total Talk Time (CUSTOMER): 53516 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fe57c2e0-88bb-4436-ac38-a0352f89c622_20250218T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling to check on the status of a claim or to see if y'all have it on file.
[AGENT][NEUTRAL] OK, [PII], so you have one patient you're needing to check on claim status for, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your patient's policy number, please?
[CUSTOMER][NEUTRAL] 00613215. Please give me a paper towel.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] The data service is 12-18-2024 and the total bill amount is $392.
[AGENT][NEUTRAL] I am so sorry, [PII], but your voice kind of faded out. I heard 300.
[CUSTOMER][NEUTRAL] I'm sorry. Yes, $392.
[AGENT][NEUTRAL] Even
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, just a moment, please.
[AGENT][NEUTRAL] OK, so I do show that this claim was received to [PII]. It was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] The claim number?
[AGENT][NEUTRAL] Oops, one second, I clicked the wrong button. The claim number is going to be 356.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] 2409.
[AGENT][NEUTRAL] And this does show, give me just a moment.
[AGENT][NEUTRAL] That there was a benefit paid in the amount of $77.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was on a single check?
[AGENT][NEUTRAL] And the check number is 202-72777.
[CUSTOMER][NEUTRAL] And what is the um.
[CUSTOMER][NEUTRAL] The check date.
[AGENT][NEUTRAL] The check date on this is going to be [PII].
[CUSTOMER][POSITIVE] OK alrighty thank you so much for your help.
[AGENT][NEUTRAL] Well, you're certainly welcome and then just one last thing on here [PII], we do have a portal in which you should be able to also check claim status and have access to this EOB for this claim, and the portal website that you would go to is secured. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK. Alrighty, sounds good. Well, thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you again then [PII] for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.