AccountId: 011433970860
ContactId: 5bea4f31-4c3d-494a-bf50-8bf31ee79eb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178910 ms
Total Talk Time (AGENT): 51929 ms
Total Talk Time (CUSTOMER): 68768 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5bea4f31-4c3d-494a-bf50-8bf31ee79eb6_20250530T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII], and I'm calling from Atlantis outpatient center and I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02416856 M as in Mary L8
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you ma'am and uh you say you're calling for claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hang on, it was [PII], and it's for $17,974.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Uh, $1070.16.
[AGENT][NEUTRAL] OK, hold one moment and you're calling from again, OK.
[CUSTOMER][NEUTRAL] But, but I would.
[CUSTOMER][NEUTRAL] I'm calling from the facility, but um.
[CUSTOMER][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] The patient responsibility that they have is $1,087.36.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing on this claim we paid 1720. Uh, with that payment, it matched their benefit for the data service.
[CUSTOMER][NEUTRAL] $17.20.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the rest is patient responsibility.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can I get a call reference number? Oh, can I get a claim number from you?
[AGENT][NEUTRAL] Sure, the claim number is 358-596-9.
[AGENT][NEUTRAL] And as far as call reference, uh, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK, alright, thank you so much, [PII] and you have a good weekend.
[AGENT][POSITIVE] Alright you too thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.