AccountId: 011433970860
ContactId: 202d93b8-cf0b-4562-95fa-4442d65ccb9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355970 ms
Total Talk Time (AGENT): 136289 ms
Total Talk Time (CUSTOMER): 94181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/202d93b8-cf0b-4562-95fa-4442d65ccb9f_20250410T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from provider's office and I'm calling in reference to some outstanding medical bills.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims.
[CUSTOMER][NEUTRAL] What information do you need from me first?
[AGENT][NEUTRAL] Uh, let me have a callback number just in case we get disconnected and the name of the facility you're calling from from my notation.
[CUSTOMER][NEUTRAL] Mhm. My name is [PII] and I'm calling from Carolina Sports Care. The phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02592443
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, it is [PII], [PII].
[AGENT][NEUTRAL] OK perfect thank you and may I have the date of service and the amount of the claim.
[CUSTOMER][NEUTRAL] OK. The service date is.
[CUSTOMER][NEUTRAL] [PII] bill amount is $184.
[AGENT][NEUTRAL] All right. Thank you. Let me see if I can find this claim for you. And Miss [PII], I just need to let you know that for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] I'm sorry, secure at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And I'm waiting on the EOB to see if this is your EOB. One moment.
[AGENT][NEUTRAL] OK, yes. All right, it looks like we processed the claim on [PII].
[AGENT][NEUTRAL] And the claim um was processed indicating that all benefits payable was applied towards the calendar year deductible.
[CUSTOMER][NEUTRAL] OK. And what is the the patient's calendar year deductible?
[AGENT][NEUTRAL] OK, let me check and see.
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] Has it been met yet?
[AGENT][NEUTRAL] No, um, it looks like so far with this claim that was $529 has been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you show that you guys have received [PII]?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Billed them out $233.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, there's no claim on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] I wasn't that on file.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. I'm assuming that you hadn't got the February date either. [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, nothing for [PII].
[CUSTOMER][NEUTRAL] OK, do you guys take charges electronically?
[AGENT][NEUTRAL] Um, with this top product, yeah, with this secondary policy, usually we get them by fax or mail because we know we need that EOB attached to it, the primary EOB, uh, so unless you can send that electronic, you can go ahead and use our electronic payer ID, but usually they send it by mail or fax.
[CUSTOMER][NEUTRAL] Secondary
[CUSTOMER][NEUTRAL] OK. And let me get the um.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Let me go ahead and get your fax number.
[AGENT][NEUTRAL] OK, sure. That is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And can I get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, your name again is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right, thank you again.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am. That'll be it for today. Thank you.
[AGENT][POSITIVE] No, no. You're welcome and thank you for calling APO. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Yeah