AccountId: 011433970860
ContactId: 437e6c5c-1f9c-44bd-a299-2c474a6598f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264779 ms
Total Talk Time (AGENT): 71501 ms
Total Talk Time (CUSTOMER): 63940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/437e6c5c-1f9c-44bd-a299-2c474a6598f5_20250428T18:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office for checking on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] It's 01699664 M like Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Excuse me, and what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, the data service is [PII], and the bill amount is $3,234 even.
[AGENT][NEUTRAL] OK, it looks like this policy terminated 41-2024. Let me see if there is a current policy. Hold on one moment.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK, you said 34 2024, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, will you give me the bill charges one more time?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The billing charges is $3,234 3234.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like we received this claim on [PII], and that was processed on [PII].
[AGENT][NEUTRAL] And looks like, let's see, excuse me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It looks like services were not covered when performed in doctor's office or clinic.
[CUSTOMER][NEUTRAL] Can I get the claim number please?
[AGENT][NEUTRAL] Claim number is 3590119.
[CUSTOMER][NEUTRAL] So the office visits are not covered by other patients plan?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah thank you so much for that.
[CUSTOMER][NEUTRAL] And if the patient has any other active insurances available?
[AGENT][NEUTRAL] Does the patient have any other active insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I've got Florida Blue. It's their primary.
[CUSTOMER][NEUTRAL] Yeah, they already processed and paid.
[AGENT][NEUTRAL] Yeah, I don't show any other policies, no.
[CUSTOMER][POSITIVE] Yeah, thank you so much for that and.
[CUSTOMER][NEUTRAL] Can I get the call reference please?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII].
[AGENT][NEUTRAL] And today's date. And can I help with anything else?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, nothing, [PII]. Thank you so much for that.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too take care bye bye.