AccountId: 011433970860
ContactId: 06c78d73-4b35-423e-b14c-502a30fb53dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122089 ms
Total Talk Time (AGENT): 41268 ms
Total Talk Time (CUSTOMER): 77565 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/06c78d73-4b35-423e-b14c-502a30fb53dd_20250305T20:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] the same
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Doctor [PII]'s in regards to one of our patients, Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And y'all are paying on the claims the $50.
[CUSTOMER][NEUTRAL] I guess my question is.
[CUSTOMER][NEGATIVE] You're paying the 50. What is allowed and what's the write off because I can't find any of that information.
[AGENT][NEUTRAL] Um, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Policy is 02569910.
[AGENT][NEUTRAL] OK, that was 02569910.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And please verify the member's date of birth.
[CUSTOMER][NEUTRAL] And please
[CUSTOMER][NEUTRAL] members
[CUSTOMER][NEUTRAL] Uh, just put that in here [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're calling in regards to maybe an office visit?
[CUSTOMER][NEUTRAL] The future
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK. Uh, yes, the max that we will pay is the $50 as you mentioned, um, and we do not determine patient's responsibility. It will only show on the, it'll be the amount that was paid.
[CUSTOMER][NEUTRAL] Uh, yes, the maximum we will pay is the $50 as you mentioned.
[CUSTOMER][NEUTRAL] Do not determine patients responsibility. It'll only show on the you'll be the amount.
[CUSTOMER][NEGATIVE] Right, that's all I'm getting. I didn't know how y'all did the what's allowed, what's paid off, but y'all don't do that.
[AGENT][NEUTRAL] No, ma'am, no ma'am, the max payroll is the only $50.
[CUSTOMER][NEUTRAL] No, ma'am, no, the max pay.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll guess I'll go by the other ones of the same thing and see what they're making on that.
[CUSTOMER][POSITIVE] OK, alright, I appreciate your help on.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you so much for calling HL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.