AccountId: 011433970860
ContactId: 232f7782-b497-4164-b939-a1c43bb4d22c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228869 ms
Total Talk Time (AGENT): 61547 ms
Total Talk Time (CUSTOMER): 72997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/232f7782-b497-4164-b939-a1c43bb4d22c_20250529T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office checking on the plans.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] For the policy number, it's 1850627.
[CUSTOMER][NEUTRAL] For the name, it's [PII]. Uh, for the date of birth, it's [PII]. Got it.
[AGENT][NEUTRAL] OK, OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm looking at [PII]'s policy now and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] For the date of service, it's [PII] for the charges of $366.86.
[AGENT][NEUTRAL] OK, and what is the charge amount after the.
[CUSTOMER][NEUTRAL] Oh, sorry. One second, please.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Uh, the charge amount is different. That is $802 even 802.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Actually, primary insurance I made is processed as deductible. Um, the approved amount for deductible, it's $366.86 which is 366.86 cents.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, JMG Specialty physicians.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mhm thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII].
[AGENT][NEUTRAL] So looking on data service of [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, did you hear me?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello [PII], can you hear me?