AccountId: 011433970860
ContactId: 22d8fd0f-6c10-40ce-8ce6-8dcc97e1342d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256709 ms
Total Talk Time (AGENT): 77492 ms
Total Talk Time (CUSTOMER): 82236 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/22d8fd0f-6c10-40ce-8ce6-8dcc97e1342d_20250417T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from NYU on provider's office. Could you please help me with the claims?
[AGENT][NEUTRAL] Yes, I can help the claim status, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] A good call back number?
[CUSTOMER][NEUTRAL] It is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is, shall I tell that?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Testing.
[CUSTOMER][NEUTRAL] It is 02596755.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[AGENT][NEUTRAL] And what was that date of
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No bill charges?
[CUSTOMER][NEUTRAL] That is $700.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like we received that 49-2025, process 4-10 2025, and let's see.
[AGENT][NEUTRAL] You made a payment of $50.
[CUSTOMER][NEUTRAL] Could you please tell me what is the allowed amount?
[AGENT][NEUTRAL] It's just that there's not an allowed amount. The benefit on this policy for an office visit, it pays $50.
[CUSTOMER][NEUTRAL] 50, correct?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there any member's responsibility?
[AGENT][NEUTRAL] Um, we don't determine member responsibility. This is a supplemental secondary policy.
[CUSTOMER][NEUTRAL] OK. All right. Uh, could you please tell me, uh, whether it is paid to provider or patient?
[AGENT][NEUTRAL] That's paid to provider.
[CUSTOMER][NEUTRAL] Could you please tell me what is the mode of payment?
[AGENT][NEUTRAL] That's a check, single check, check number 2038392.
[CUSTOMER][NEUTRAL] Could you please
[CUSTOMER][POSITIVE] Thank you so much. Could you please tell me when it was issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is not in cash, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Could you please tell me the pay to address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I'm looking, hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, that's the [PII].
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that. All right.
[CUSTOMER][NEUTRAL] Mm, OK. I don't know. I got it. Could you please tell me the claim number?
[AGENT][NEUTRAL] My number is 357-548.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that. Please tell me the call reference number.
[AGENT][NEUTRAL] A call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you so much for your assistance. Have a nice day. That's it for today.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye.