AccountId: 011433970860
ContactId: 3bb294fc-e434-4197-91ee-aa2397fd5f52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227580 ms
Total Talk Time (AGENT): 70636 ms
Total Talk Time (CUSTOMER): 72962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3bb294fc-e434-4197-91ee-aa2397fd5f52_20250604T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, this is [PII]. I'm calling on behalf of Bonsa Cos Hospitals. I would like to check on a claim status, please.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get a good callback number, please?
[CUSTOMER][NEUTRAL] Uh yes, uh, that would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] Uh yes, let me spell that for you. Uh, that would be [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, is that [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And what's that policy number?
[CUSTOMER][NEUTRAL] Ah yes, the policy number would be 020.
[CUSTOMER][NEUTRAL] 42414.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] And did you say claim status or benefits and eligibility?
[CUSTOMER][NEUTRAL] Uh, claim status.
[AGENT][NEUTRAL] What was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service, [PII] and uh total charge, $188.
[AGENT][NEUTRAL] OK, this policy termed in 23, but let me see if there's a different one.
[AGENT][NEUTRAL] OK, yeah, it looks like he had a more recent one. It's termed as well, but it covers that data service. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then could you please give me that data service and amount one more time? Sorry about that.
[CUSTOMER][NEUTRAL] Uh yes. Uh, [PII].
[CUSTOMER][NEUTRAL] And uh the amount would be $188.
[AGENT][NEUTRAL] OK, it looks like we received it 4-9-2024, processed for 10-2024 and
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEGATIVE] Not covered under the policy.
[CUSTOMER][NEUTRAL] OK. So in this case, if the um, the patient doesn't have another insurance, uh, that would be his responsibility.
[AGENT][NEUTRAL] Um, since we're secondary, we can't determine or instruct on patient responsibility. We just can process the claim according to the policy.
[CUSTOMER][NEUTRAL] Oh, OK. OK, I understand.
[CUSTOMER][POSITIVE] OK, perfect. Thank you uh very much. Um, can you please provide me your name again?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name is [PII], and our reference number is just my name and today's date. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That would be all. Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.