AccountId: 011433970860
ContactId: 5c46bd1a-0f23-4d0d-9ad0-eb1d21c6713b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321000 ms
Total Talk Time (AGENT): 100979 ms
Total Talk Time (CUSTOMER): 103608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5c46bd1a-0f23-4d0d-9ad0-eb1d21c6713b_20250519T17:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office. I'm looking for the claim status. Could you please help me with the claim status?
[AGENT][POSITIVE] Yes, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, but before that, could you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your last social, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the member's ID is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] Date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you did say status. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the date of service you're checking?
[CUSTOMER][NEUTRAL] [PII], uh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, total bill.
[CUSTOMER][NEUTRAL] 9 $642.58.
[AGENT][NEUTRAL] OK, thank you so much for verifying the information. I do show we did receive the claim on [PII]. This claim did process and pay a payment of $101.99 was paid to the provider.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] Claim number is 358-0236.
[CUSTOMER][NEUTRAL] And when was it processed?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah. Could you please tell me how much amount is paid on this claim?
[AGENT][NEUTRAL] We paid $101.99.
[CUSTOMER][NEUTRAL] Thank you. May I know the mode of payment?
[AGENT][NEUTRAL] This was a single paper check.
[CUSTOMER][NEUTRAL] Could you please tell me the check number?
[AGENT][NEUTRAL] Check number is 2035084.
[CUSTOMER][NEUTRAL] Mhm. One moment, please.
[CUSTOMER][NEUTRAL] Thank you. When was it cashed?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hold one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Check cash on [PII].
[CUSTOMER][NEUTRAL] Thank you. Could you please provide me the CPT details of the CPT [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Could you please provide me the CPT wise breakdown for the CPT [PII], how much is that paid?
[AGENT][NEGATIVE] That uh charge did not pay.
[CUSTOMER][NEUTRAL] And is there any patient responsible on this claim?
[AGENT][NEUTRAL] That claim, uh, the.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] OK, what is your ma'am, you, which question would you like me to answer first?
[CUSTOMER][NEUTRAL] OK. Is there any patient responsibility for this claim?
[AGENT][NEUTRAL] We do not determine patient responsibility that is up to the provider.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please tell me for the CPT 99203, how much is that paid?
[AGENT][NEGATIVE] Procedure 99203 did not pay. That was a denied charge. This policy does not cover the physician office visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you. And
[CUSTOMER][NEUTRAL] Z17110, how much is that paid?
[AGENT][NEUTRAL] $70.39.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the CBT 11102.
[AGENT][NEUTRAL] $31.60.
[CUSTOMER][NEUTRAL] Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Could you please provide me the call reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] Thank you for assisting me now. Have a great day.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL. Bye-bye.