AccountId: 011433970860
ContactId: 3e9d5794-de00-48da-96e8-ab0f27cbca42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454179 ms
Total Talk Time (AGENT): 128920 ms
Total Talk Time (CUSTOMER): 140574 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3e9d5794-de00-48da-96e8-ab0f27cbca42_20250618T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from our provider's office to check a claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII] is direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah. Uh the policy number.
[CUSTOMER][NEUTRAL] Gonna be.
[CUSTOMER][NEUTRAL] 02515816.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII] and last name is [PII]. The date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the total bill amount is $492.96.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 3 1979
[AGENT][NEUTRAL] And I did pull that claim up for you.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And for the claim number it is 355.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Once again.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] Yeah, can you please repeat once again, the claim number?
[AGENT][NEUTRAL] It is 355.
[AGENT][NEUTRAL] 361 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12, OK. And uh
[AGENT][NEUTRAL] It does show that the claim processed and it made a payment in the amount of $75.
[AGENT][NEUTRAL] Once that $75.
[CUSTOMER][NEUTRAL] Yeah, the
[AGENT][NEUTRAL] Go ahead
[CUSTOMER][NEUTRAL] Yeah, the claim is processed and paid.
[AGENT][NEUTRAL] Yes, that's the information that I'm trying to give you.
[CUSTOMER][NEUTRAL] Yeah, OK. And
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] So for that claim, as I stated previously, it processed and paid.
[AGENT][NEUTRAL] An amount of $75. Once that $75 was paid, that is the maximum amount that could be paid for that calendar day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, can you please say for that when the claim was processed?
[AGENT][NEUTRAL] The claim was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. And uh received it?
[AGENT][NEUTRAL] It was received on 121 of 25.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 121.
[AGENT][POSITIVE] Yes, it was received on the same day and processed on the same day.
[CUSTOMER][NEUTRAL] Yeah, OK. And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you please say for that how much it's what uh allowed amount?
[AGENT][NEUTRAL] As I stated, we made a payment of $75.
[CUSTOMER][NEUTRAL] Yeah, the allowed amount also is $75.
[AGENT][NEUTRAL] This is an indemnity policy, so it's a minimum amount that we will pay out, and that's the amount of $75.
[CUSTOMER][NEUTRAL] Yeah, OK. Uh.
[CUSTOMER][NEUTRAL] What is the patient responsibility?
[AGENT][NEUTRAL] That is the provider's discretion.
[CUSTOMER][NEUTRAL] Uh, how much?
[AGENT][NEUTRAL] That is the provider's discretion. We can't tell the provider how to bill.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And uh can you please say for that uh how it is paid and it is uh check or EFT the payment method?
[AGENT][NEUTRAL] By it is by check. Are you ready for the check number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is 20.
[AGENT][NEUTRAL] 23
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 692.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, and uh uh issue date?
[AGENT][NEUTRAL] That would be the date of process which is [PII].
[CUSTOMER][NEUTRAL] And the clear date?
[AGENT][NEUTRAL] It is showing that it cleared on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK. And uh
[CUSTOMER][NEUTRAL] It is a single payment or bulk payment?
[AGENT][NEUTRAL] It's a single payment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, can you please say for that?
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] And can you please say for that?
[CUSTOMER][NEUTRAL] Yeah, uh, can you please say for that, uh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Can you please fax me the copy of UOB?
[AGENT][NEUTRAL] May I have a fax number, please?
[CUSTOMER][NEUTRAL] Yeah, the fax number is gonna be [PII].
[AGENT][NEUTRAL] To the attention
[CUSTOMER][NEUTRAL] Attention [PII].
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] When it is paid?
[AGENT][NEUTRAL] I'm sorry, could you repeat that again?
[CUSTOMER][NEUTRAL] And can you please uh say for your name?
[AGENT][NEUTRAL] You need me to tell you my name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Can you spell it?
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the last initial of [PII] and today's date as the call reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Thank you so much. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK.