AccountId: 011433970860
ContactId: 2a956b65-d87a-48bb-8131-bcfcde6eb446
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271130 ms
Total Talk Time (AGENT): 84793 ms
Total Talk Time (CUSTOMER): 81427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2a956b65-d87a-48bb-8131-bcfcde6eb446_20250109T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from orthopedic Specialist PC and your last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you, and you spell your first name [PII]?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was calling because we received the explanation of benefits.
[CUSTOMER][NEUTRAL] For data service 1027-2022.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's saying that this claim has.
[CUSTOMER][NEUTRAL] Is duplicate of previously submitted but claims were.
[CUSTOMER][NEUTRAL] The benefits have been applied to the deductible.
[AGENT][NEUTRAL] OK, let's take a look. What is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02148271.
[AGENT][NEUTRAL] And patient's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] Patient's last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] What was the uh billed amount for date of service [PII]?
[CUSTOMER][NEUTRAL] $2100 right.
[AGENT][NEUTRAL] OK, so the claim number that you have, does it end in 8998?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so there was a previous claim, uh, the claim number was 321-974-5.
[AGENT][NEUTRAL] That was submitted. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] What was that first claim number?
[AGENT][NEUTRAL] Um, 321.
[AGENT][NEUTRAL] 974 5.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So that claim is showing that all payable benefits were applied towards the deductible.
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] OK, would you be able to fax that over to me?
[AGENT][NEUTRAL] Yeah, absolutely, um, [PII], what is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] that's the explanation of benefits showing that it went to deductible.
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[AGENT][NEUTRAL] And it was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. So I'm sending that now, should come in the next 5 minutes. Should I mark it attention to you?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK. That is on its way. Anything else I can check for you?
[CUSTOMER][NEUTRAL] Nope, that's all do you have a call reference number?
[AGENT][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] Absolutely, that's my name with my last initial in today's date. The last initial to my name was [PII], and then just today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you, that is all I needed.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome you too bye.
[AGENT][NEUTRAL] Bye bye.