AccountId: 011433970860
ContactId: 415b0c65-ca76-493f-88be-d3b173524160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198610 ms
Total Talk Time (AGENT): 76792 ms
Total Talk Time (CUSTOMER): 41196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/415b0c65-ca76-493f-88be-d3b173524160_20250612T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a data service for a claim.
[AGENT][NEUTRAL] OK, I could check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, that is 02589498 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] $583.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Was this with is it uh [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to clarify, was that procedure code 99213?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, it does look like it was a part of another claim that had other items on it as well, uh, so we did pay those items the benefit of uh $55.02. We were unable to pay the other benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's patient responsibility then.
[AGENT][NEUTRAL] If you'd like, I
[AGENT][NEUTRAL] Uh, we don't say what is patient responsibility. We, uh, that would be up to the provider. Uh, did you want me to send you this, um, EOB?
[CUSTOMER][NEUTRAL] Um, no, that's OK. Is there a claim number?
[AGENT][NEUTRAL] Yes, uh, that is 35.
[AGENT][NEUTRAL] 97.
[AGENT][NEUTRAL] 139.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] It's OK, [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, just a reference number.
[AGENT][NEUTRAL] OK, reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.