AccountId: 011433970860
ContactId: 3d200805-10a7-48b3-9f9e-92a6ef1278bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285070 ms
Total Talk Time (AGENT): 81829 ms
Total Talk Time (CUSTOMER): 101284 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3d200805-10a7-48b3-9f9e-92a6ef1278bd_20250625T16:44_UTC.wav
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[AGENT][NEUTRAL] Calling
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from office.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling from office for looking claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status to say today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] Uh, it is 2,203,110.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and date of birth is uh [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And charges amount is $11,883.10.
[AGENT][NEUTRAL] And what's the
[AGENT][NEUTRAL] What's the tax ID?
[CUSTOMER][NEUTRAL] 843-050337.
[AGENT][NEUTRAL] Um, what was that charge amount again?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] $11,883.10.
[AGENT][NEUTRAL] OK, I'm not sure we.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] Make sure.
[AGENT][NEUTRAL] What was the patient responsibility on that claim?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was the patient responsibility on that claim?
[CUSTOMER][NEUTRAL] I'm not able to find uh this information actually.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I see it.
[CUSTOMER][NEUTRAL] Are you asking uh primary patient this facility?
[AGENT][NEUTRAL] No, I, I see it. I see it. OK, so this was paid to the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Payment was made to the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] We processed the claim and payment was made to the insured.
[CUSTOMER][NEUTRAL] Uh, when was the process?
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what are, what is the paid amount?
[AGENT][NEUTRAL] We can't disclose that, but the um benefits were paid to the insured, so you'll need to contact the insured for payment.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, could you provide me your view on fax?
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My fax number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to who's attention?
[CUSTOMER][NEUTRAL] Uh, you mentioned my name. It's [PII] R.
[CUSTOMER][NEUTRAL] And I'm sorry, I did not catch your name that time. What's your name?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] My name's [PII] A.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, OK, [PII], uh, could you provide me claim number, uh.
[AGENT][NEUTRAL] Um, claim number is 3608531.
[CUSTOMER][NEUTRAL] 3608531.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when was it, uh, when I received this fax?
[AGENT][NEUTRAL] Um, you should receive that within the next 7 to 8 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, uh, no, thank you so much. Uh, could you provide me a reference number for this call?
[AGENT][NEUTRAL] Reference which is my name [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Uh, OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Mhm.