AccountId: 011433970860
ContactId: 5e8616e6-82b2-461e-aa25-63889245e5d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362140 ms
Total Talk Time (AGENT): 96342 ms
Total Talk Time (CUSTOMER): 89468 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/5e8616e6-82b2-461e-aa25-63889245e5d8_20250417T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider office to check the claim status.
[AGENT][NEUTRAL] And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] The callback number is [PII]. It is the direct number.
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is uh
[CUSTOMER][NEUTRAL] 02563525
[AGENT][NEUTRAL] OK, let me repeat that to confirm. I have that as 025635525 for the policy number and verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is on [PII].
[AGENT][POSITIVE] Thank you very much for the verification process. Again, you call for claim status. I can assist you, [PII]. What is the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] data services on uh.
[CUSTOMER][NEUTRAL] [PII] and it is for $298 even.
[AGENT][NEUTRAL] OK, that was [PII] $298 even one moment please, [PII], thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] One moment, let me place you on a brief hold, OK? One moment, sir. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for your patience. The claim was received and a maximum payment of $75 was made.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, for this one, there is uh
[CUSTOMER][NEUTRAL] That is the two codes that doesn't pay, so we can build the patient for this one or the contractual adjustment of the provider.
[AGENT][NEUTRAL] OK, um, APL does not determine patients responsibility.
[CUSTOMER][NEUTRAL] Sorry, it is not a patient responsibility, you said?
[AGENT][NEUTRAL] APL does not determine patients responsibility.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You, you're not able to give the give whether it is the patient responsibility or not, right?
[AGENT][NEUTRAL] That is correct, [PII]. APL does not determine patient's responsibility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they don't restrict as well, right? It is a provider's decision.
[AGENT][NEUTRAL] APL we do not determine patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The patient.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Ah,
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] OK, and um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, can you please give the
[CUSTOMER][NEUTRAL] Claim number and the call reference.
[AGENT][NEUTRAL] OK, the claim number shows 354-7559.
[AGENT][NEUTRAL] Excuse me, I'm so sorry, [PII]. And also you're able to check claim status by visiting our secure portal at [PII]. You'll be able to obtain that you'll be from that website as well. We do not provide reference numbers, but you can use my name [PII] last initials [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] this date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thanks for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling AP I'll take care as well. Bye bye.