AccountId: 011433970860
ContactId: 55c9ee8f-70c9-4096-9d82-63e0456ca4d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607960 ms
Total Talk Time (AGENT): 199287 ms
Total Talk Time (CUSTOMER): 144215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/55c9ee8f-70c9-4096-9d82-63e0456ca4d0_20250130T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office looking on a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It is 0184.
[CUSTOMER][NEUTRAL] 626-0. M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, one second. Me's name is [PII]. Patient's birthday is on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] for the total charge amount of $523 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This processed under claim number 3548037 looks like a benefit amount of $100 paid to the provider.
[AGENT][NEUTRAL] This claim processed on.
[CUSTOMER][NEUTRAL] One second, yeah. Can I get the received date and a process date, please?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] This claim was received on [PII]. It processed on [PII].
[CUSTOMER][NEUTRAL] Can I get the allowed amount on pay amount of this claim?
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] For the 99215.
[AGENT][NEUTRAL] Looks like the allowed amount was $100. There were no other billed amount on this claim.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Can you repeat the amount again please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you repeat the download amount?
[AGENT][NEUTRAL] There were no other billed amount on this claim. There were no other charges billed by the provider.
[CUSTOMER][NEUTRAL] I want to transfer to the provider.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So what about the balance of the $100?
[AGENT][NEUTRAL] This claim paid $100.
[CUSTOMER][NEUTRAL] What's the amount?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Allowed amount? It's $100 right?
[AGENT][NEUTRAL] Correct, $100 99215 dollars allowed $100.
[CUSTOMER][NEUTRAL] Paid amount? Same.
[AGENT][NEUTRAL] $100 yes.
[CUSTOMER][NEUTRAL] Is there any patients responsibility on this one?
[AGENT][NEUTRAL] If there's any remaining balance, it becomes patient's responsibility. It looks like the co-pay amount was $100. That's what this policy paid $100. There's no other patients responsibility on this claim.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Was the payment made to EFT or check?
[AGENT][NEUTRAL] It was a single check to Holy Cross Medical Group.
[CUSTOMER][NEUTRAL] Can I get the checking number please?
[AGENT][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it a bulk amount or single amount?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] Can you repeat the amount, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What a single amount of price?
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When was the check issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is the check clear?
[AGENT][NEUTRAL] It has not been 30 days. I would have to send it over to the finance department to verify if the check is cleared.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So, can I get the call reference number for this one, please?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] It's [PII], right? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] this rate, one second.
[CUSTOMER][NEUTRAL] So can we go for the next claim please [PII]?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. It is 2, 02555046.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]'s birthday is on [PII].
[AGENT][NEUTRAL] May I have a data service?
[CUSTOMER][NEUTRAL] Uh, date of services for [PII] for the total charge amount of.
[CUSTOMER][NEUTRAL] $53 even.
[CUSTOMER][NEUTRAL] 89 cents.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is the 5389, the total bill amount?
[CUSTOMER][NEUTRAL] Uh, on checking, the total bill amount is $288 even.
[AGENT][NEUTRAL] This processed under claim number 3548075.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This paid $53.89.
[AGENT][NEUTRAL] This claim was.
[CUSTOMER][NEUTRAL] Can I get the date?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This claim was received on [PII]. This claim processed on [PII].
[CUSTOMER][NEUTRAL] Can I get the alert amount?
[AGENT][NEUTRAL] The allowed amount would be.
[AGENT][NEUTRAL] 5389, the paid amount is 5389.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, one second. Uh, can I get the check number for this one, please?
[AGENT][NEUTRAL] 2021574.
[CUSTOMER][NEUTRAL] 2021572.
[AGENT][NEUTRAL] 2021574.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 74 OK.
[CUSTOMER][NEUTRAL] Is a single checkup uh bulk check?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] You get checkov?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Single check amount is $59.38 sir.
[AGENT][NEUTRAL] $53.89.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check what you she on?
[AGENT][NEUTRAL] 16 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was the claim paid to Ely Cross Medical Group [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] And I think I've done all the games. Thanks for assisting, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye