AccountId: 011433970860
ContactId: 32710046-e210-4beb-baf5-877e7b023cb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286839 ms
Total Talk Time (AGENT): 75689 ms
Total Talk Time (CUSTOMER): 87721 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/32710046-e210-4beb-baf5-877e7b023cb7_20250122T21:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office. Could you please help me with that claim status?
[AGENT][POSITIVE] Oh absolutely I can help you with that [PII], but first we're having uh excuse me, phone issues. Can I get a call back number in case I lose you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, [PII]. This is the direct line, no extension.
[AGENT][NEUTRAL] OK, absolutely, and let me see here, the policy number?
[CUSTOMER][NEUTRAL] Yes. Could you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is 01877139 Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, perfect, and the patient's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Patient first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and date of service for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, on [PII].
[CUSTOMER][NEUTRAL] And the total bill amount?
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how much is the claim for?
[CUSTOMER][NEUTRAL] $5,696.00.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, we received that claim on [PII] processed and paid.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And the process on paid.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK. Yesterday, correct?
[AGENT][NEUTRAL] Yes, and we paid $1,531.07.
[CUSTOMER][NEUTRAL] 1000.
[AGENT][NEUTRAL] 531.
[AGENT][NEUTRAL] 07.
[CUSTOMER][POSITIVE] OK, thank you so much. And a lot amount?
[AGENT][NEUTRAL] $1,531.07.
[CUSTOMER][POSITIVE] Thank you so much. May I look uh patient is response to copy coinsurance and deductible.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] And the patient responsibility to co-pay coinsurance or deductible.
[AGENT][NEUTRAL] We paid the deductible and we paid it in full.
[CUSTOMER][NEUTRAL] OK, may I know the deductible amount?
[AGENT][NEUTRAL] We paid $1,531.07.
[CUSTOMER][NEUTRAL] This a deductible amount?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the
[CUSTOMER][NEUTRAL] Check your EFT number.
[AGENT][NEUTRAL] Check number is 2023683.
[CUSTOMER][NEUTRAL] 202
[AGENT][NEUTRAL] 3683.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] May I know the copy of the UV?
[AGENT][POSITIVE] Uh, it just went out yesterday, so you should be receiving it here pretty soon.
[CUSTOMER][NEUTRAL] OK, no problem. Thank you. May I know the mailing address?
[AGENT][NEUTRAL] The address that the check went to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh, no. May I know the copy of the UV? Sorry, sorry for that. May I know the reference number for this call?
[AGENT][NEUTRAL] It's just my name.
[CUSTOMER][NEUTRAL] OK, and today's date?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Thank you for assisting. Have a great day. Bye-bye.
[AGENT][POSITIVE] No problem you too uh huh bye bye.