AccountId: 011433970860
ContactId: 2753b02b-b7a7-4d52-8868-de365b13bbd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567080 ms
Total Talk Time (AGENT): 101049 ms
Total Talk Time (CUSTOMER): 117244 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2753b02b-b7a7-4d52-8868-de365b13bbd8_20250310T20:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my, my name is [PII]. Last [PII]. Can you please help me with the claims?
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] the policy ID it is.
[CUSTOMER][NEUTRAL] Policy ID is 024.
[CUSTOMER][NEUTRAL] 30725.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the patient's name?
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Member name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What's the data service?
[CUSTOMER][NEUTRAL] Data services
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is $3,096.13.
[AGENT][NEUTRAL] Was it for a facility bill or a doctor's charge?
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] Facility bill.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said it was 8, 19 or 24?
[AGENT][NEUTRAL] To 8:28 24.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it different billing or was it on one bill for $3000?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It is a single claim with the amount of $3,096.13.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] We did get that bill in. We are needing the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK. And what is the claim number?
[AGENT][NEUTRAL] 355-4185.
[CUSTOMER][NEUTRAL] OK. Thank you. I have 3 more claims. Could you please also help me with that? And I only need the claim number.
[AGENT][POSITIVE] I can help you with 2 more.
[AGENT][POSITIVE] I can help you with 2 more.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it on the same person?
[CUSTOMER][NEUTRAL] No, no, different one.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the next one?
[CUSTOMER][NEUTRAL] The next member ID which I have, it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 3089.
[AGENT][NEUTRAL] [PII]'s name.
[CUSTOMER][NEUTRAL] I must name [PII].
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] D of service
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge amount, it is $1520.74.
[AGENT][NEUTRAL] OK, we are needing the explanation of benefits.
[AGENT][NEUTRAL] That shows what the primary applied to the deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK, and what is the claim number for this one?
[AGENT][NEUTRAL] 3502241.
[CUSTOMER][POSITIVE] OK. Thank you, thank you for this one also.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] You have one more?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And what's the next one?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 43497.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It of service, [PII]. And the total charge amount billed, it is $811.47.
[AGENT][NEUTRAL] We did get that claim. We need an explanation of benefits that shows what was applied to the deductible copay or co-insurance from the primary.
[CUSTOMER][NEUTRAL] And what's the claim ID?
[AGENT][NEUTRAL] 350-1618
[CUSTOMER][POSITIVE] OK, thank you. Thank you for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.