AccountId: 011433970860
ContactId: 23c1e86d-6d77-462c-9447-f768a3110f30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295579 ms
Total Talk Time (AGENT): 110129 ms
Total Talk Time (CUSTOMER): 103846 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/23c1e86d-6d77-462c-9447-f768a3110f30_20250620T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with last name initial [PII], and I am calling from Laboratory Corporation of America, and this line will be recorded for training and quality purposes. And by the way, I am calling about the claim status we submitted for one of our mutual patients. Could you please help me with this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. And you said your name is [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yeah, sure. Callback number is a direct line of [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm. That would be 02452016.
[AGENT][NEUTRAL] Thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm, um, the first name is [PII] with last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, date of service is under [PII] with a billed amount of $424.11.
[AGENT][NEUTRAL] OK. That's [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK Miss [PII], and for future, you can check claim status online through our website at [PII] and that's just gonna be an optional.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see, let me pull this ELB. Let me check and see if this is your claim, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. You're waiting on the system.
[AGENT][NEUTRAL] And you said the total charge is $424.11 correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so it looks like we have processed this claim on [PII]. We send a benefit amount of $100.
[AGENT][NEUTRAL] And that is the maximum benefit. So with that payment, the benefit has been exhausted.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK, that's exhausted and can I ask if there's any patient responsibility on this claim?
[AGENT][NEUTRAL] OK. We are just a limited policy, um, so anything over is gonna be members, well, it's gonna be up to the patients, I'm sorry, provider's discretion. I do apologize. It's gonna be provider's discretion because we don't know if they have any other policies out there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, wait I take note of this. Alright, so you were saying that the remaining bill amount would be the patient responsibility now, am I correct?
[AGENT][NEUTRAL] Uh, it's gonna be up to the provider's discretion. We don't have any contractual involvement on the remaining of the claim.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, alright, we'll take note of this, ma'am. And by the way, um, before I end this call, just for my documentation purposes only, can you please spell out your first name as well as your last name initial please?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. And can I get the reference number for this call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Mm, OK, alright, we'll take note of that. Alright, thank you so much, [PII], for your help today and I hope you have a great day. Bye for now.
[AGENT][POSITIVE] Yes so, Ms. [PII], thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day. Bye.
[AGENT][POSITIVE] Thank you much.