AccountId: 011433970860
ContactId: 041c5be9-9b52-469a-ba53-ec796376de03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233750 ms
Total Talk Time (AGENT): 110092 ms
Total Talk Time (CUSTOMER): 60751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/041c5be9-9b52-469a-ba53-ec796376de03_20250403T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I was calling for a claim status.
[AGENT][NEUTRAL] Um, sure. I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 016.
[CUSTOMER][NEUTRAL] 48523.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the amount billed is for $1,014.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And Miss [PII], for future, you can check claim status online through our website at [PII] and that's just optional. And let's see.
[CUSTOMER][NEUTRAL] You said secure what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK, and what did you say your name was?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII] as well.
[AGENT][NEUTRAL] OK, and I'm waiting on the EOB to pull up. OK, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we send it to you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, so it looks like we processed the claim on [PII] and we send a benefit amount of $290 to the provider. It looks like $73 of that amount went towards the member's deductible.
[CUSTOMER][NEUTRAL] OK, and the rest was just written off. OK, well the contract rate, OK, so.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] You said 29,090 was paid to the provider?
[AGENT][NEUTRAL] $290 even.
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] OK, do you have a check number?
[AGENT][NEUTRAL] I do. The checking number is 2035241.
[CUSTOMER][NEUTRAL] OK, do you have, do you know when that check date was for?
[AGENT][NEUTRAL] It's the same as the process date, which is [PII].
[CUSTOMER][NEUTRAL] Alright, how about a claim number?
[AGENT][NEUTRAL] Uh, sure, yes, the claim number is, let's see. OK, that is 2571968.
[CUSTOMER][NEUTRAL] 68.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I get a reference number? Thank you.
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you will. Do you need, um, yeah, mhm, the spelling or any other information?
[CUSTOMER][NEUTRAL] Is your name
[CUSTOMER][POSITIVE] OK, alright, so thank you so much I appreciate that.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You you too sweetie thank you.
[AGENT][POSITIVE] Thank you. Mm.