AccountId: 011433970860
ContactId: 4266a966-8f5d-4e3c-b278-f3a8a83b1fc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147139 ms
Total Talk Time (AGENT): 57710 ms
Total Talk Time (CUSTOMER): 53521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4266a966-8f5d-4e3c-b278-f3a8a83b1fc5_20250219T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from A upstate. I'm calling to check um.
[CUSTOMER][NEUTRAL] To see if cos that was not covered, can the patient be billed.
[AGENT][NEUTRAL] OK, uh, what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02510922.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my first name is [PII]
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Oh, you're fine and last initial is [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm just calling Ms. [PII] for, OK, Miss [PII], and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] for $249.02.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII] at [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, the [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] 8 upstate.
[CUSTOMER][NEUTRAL] Doctor [PII] office.
[AGENT][NEUTRAL] OK, it looks like we pay 75, and with that payment it max the benefit for the date. Uh, we can't give patient responsibility. We can only verify how claims are processed. Um, you'll have to contact the patient to verify if they have any other insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright I will thank you.
[AGENT][NEUTRAL] Yes, ma'am. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.