AccountId: 011433970860
ContactId: 48328c31-0e03-4423-b833-c8d2ffbc8b9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421200 ms
Total Talk Time (AGENT): 68906 ms
Total Talk Time (CUSTOMER): 99999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/48328c31-0e03-4423-b833-c8d2ffbc8b9a_20250618T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, hello, my name is [PII] and I'm calling from the office. Can I get your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh, [PII], I'm looking for the claim status. Could you please help me with this?
[AGENT][NEUTRAL] Uh, yes, I can help you with claim status. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yeah, uh, callback number is, give me one sec.
[CUSTOMER][NEUTRAL] Uh, your call number is [PII] with the extension is [PII].
[AGENT][NEUTRAL] And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number is
[CUSTOMER][NEUTRAL] 1804122.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] My patient name is uh.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, [PII] and charge amount is $591 even.
[AGENT][NEUTRAL] And the charge, I'm sorry, what was the charge 5?
[CUSTOMER][NEUTRAL] 591, even.
[AGENT][NEUTRAL] Uh, we've got several charges for that date. Do you have a code you can provide?
[CUSTOMER][NEUTRAL] Uh yes. The code is 99214.
[CUSTOMER][NEUTRAL] 99214, sorry.
[CUSTOMER][NEUTRAL] With the modified 25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][NEUTRAL] OK, looks like we received the claim on.
[AGENT][NEUTRAL] 1111 2020 process 1111 2020.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, benefit maximum for date of service was met.
[CUSTOMER][NEUTRAL] OK. And uh when the last um benefit was met?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, give me just a moment. I'm looking.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And can you provide me me claim number?
[AGENT][NEUTRAL] Uh, yes, one moment.
[AGENT][NEUTRAL] Uh, claim number 282-6928.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it was meant for that date of service. Another provider submitted the claims, so we paid $50.
[CUSTOMER][NEUTRAL] OK, and what was the um uh maximum allowed amount for the year?
[AGENT][NEUTRAL] It pays a max of $50 on a visit.
[CUSTOMER][NEUTRAL] OK, OK, sure. And can you provide me the uh UB actually, I don't have a UB. Can you send me UB or fax?
[AGENT][NEUTRAL] On your facts.
[CUSTOMER][NEUTRAL] Yeah. Uh, the fax number is, can I provide you a fax number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, give me one sec.
[CUSTOMER][NEUTRAL] Yeah, the fax number is 8473803962 with the attention of
[CUSTOMER][NEUTRAL] Account number 1028127992.
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me check again. Uh 380.
[CUSTOMER][POSITIVE] Yeah, 3962. That's right.
[AGENT][NEUTRAL] I'll fax it over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, OK. And can you provide me the call reference number?
[AGENT][NEUTRAL] Uh, it's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, one last question. Uh, it was a, uh, a patient responsibility, right?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. It's a supplemental plan.
[CUSTOMER][POSITIVE] [PII], OK, OK, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, thank you, [PII]. Thank you for your time. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL you too. Bye bye.