AccountId: 011433970860
ContactId: 2c17d169-0997-4eec-bbb4-44234bb1b68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499609 ms
Total Talk Time (AGENT): 135344 ms
Total Talk Time (CUSTOMER): 163805 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2c17d169-0997-4eec-bbb4-44234bb1b68d_20250625T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider's office. How are you doing today?
[AGENT][NEUTRAL] I am fine, [PII], and yourself?
[CUSTOMER][POSITIVE] Yeah, I'm also doing good. Yeah, so may I know your name, please?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Actually, I want to know about the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02298031.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, I do have.
[CUSTOMER][NEUTRAL] Uh, it's [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Keep quiet
[CUSTOMER][NEUTRAL] Uh yeah, the date of service is [PII].
[AGENT][NEUTRAL] And the amount of the charge?
[CUSTOMER][NEUTRAL] it's
[CUSTOMER][NEUTRAL] It's $591.15.
[AGENT][NEUTRAL] OK, thank you. And the balance after primary?
[CUSTOMER][NEUTRAL] It's 19.29.
[CUSTOMER][NEUTRAL] One
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And you said the total charge was $591.91.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was the total charge amount?
[CUSTOMER][NEUTRAL] It's 591.15.
[AGENT][NEUTRAL] 15 OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] It's my MD Group holding LLC.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, I'm showing on his claim we paid 1708.
[CUSTOMER][NEUTRAL] Uh yeah. Uh, you pay the $1708 but remaining 919.14, uh, is this the patient responsibility or American Public Life Insurance?
[AGENT][NEUTRAL] Uh, we can't give patient responsibility. Uh, we can only verify the claim was processed and at page 1708. There is a charge for an office visit, which process is not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other charges um looks like they process ass give me a moment.
[CUSTOMER][NEUTRAL] OK. Uh, OK, OK. I just, uh,
[AGENT][NEUTRAL] Um, major medical paid in full.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, so, OK, I just want to ask that, uh, may I know, uh, the received it and the processed it?
[AGENT][NEUTRAL] Uh one moment.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, the claim was received [PII], processed on [PII].
[CUSTOMER][NEUTRAL] OK, and processed on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh may I know the claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3591995.
[CUSTOMER][NEUTRAL] OK, it's 359-1995, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the, uh, the remaining balance of 19. uh, how much is the patient responsibility?
[AGENT][NEUTRAL] Uh, ma'am, as I explained, we cannot give patient responsibility. We can only verify how it was processed.
[CUSTOMER][NEUTRAL] OK, uh, so.
[CUSTOMER][NEUTRAL] OK, so 70, uh, you say that 17.08 was paid uh by the payer, right? American Public Life Insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And may I know how it's processed?
[AGENT][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] Uh, 3 FTR.
[CUSTOMER][NEUTRAL] What is it made, uh, mode of payment?
[CUSTOMER][NEUTRAL] Do you know about that?
[AGENT][NEGATIVE] I'm not understanding what you're asking.
[AGENT][NEUTRAL] It was made or the payment was made by check, a single paper check that was sent.
[CUSTOMER][NEUTRAL] OK, so may I know the check number? Do you have that?
[AGENT][NEUTRAL] 204-031-4.
[CUSTOMER][NEUTRAL] 204.
[AGENT][NEUTRAL] 204-031-4.
[CUSTOMER][NEUTRAL] OK. And may I know when it's cashed?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Um, and it was a bulk check or single check?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was the bulk um uh what was uh sorry, sorry for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so that means the remaining balance is applied toward the patient responsibility. OK, so may I know the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK. Uh, so lastly, I want to ask that, uh, this remaining balance is applied towards the patient responsibility, right?
[AGENT][NEUTRAL] Ma'am, as I told you previously, I cannot give patient responsibility. I can only verify how the claim was processed.
[CUSTOMER][NEUTRAL] After the, after
[CUSTOMER][POSITIVE] OK, no issue.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for your assistance [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.