AccountId: 011433970860
ContactId: 6107d8ba-d3da-4cc9-b6f3-40173ff66f92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287130 ms
Total Talk Time (AGENT): 78496 ms
Total Talk Time (CUSTOMER): 74954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/6107d8ba-d3da-4cc9-b6f3-40173ff66f92_20250416T19:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] calling from provider's office to look on a claim status.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Sure. [PII], and it's a direct line.
[AGENT][NEUTRAL] OK, and I can help you with claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number starts with 01909944.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] The service is going to be [PII] of [PII] with the total bill amount of $755.
[AGENT][NEUTRAL] OK, uh, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] OK, it looks like we received that 3-11-2025 or 331 2025 process 42 825.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, Benefits were applied towards the calendar year deductible, $1000.
[CUSTOMER][NEUTRAL] OK, what is the allowed amount?
[AGENT][NEUTRAL] He applied the amount towards the $1000 calendar year deductible.
[CUSTOMER][NEUTRAL] OK. What, uh, the annual deductible is 1000, that's right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What, uh, how much the patients so far?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. This is a secondary policy just process the claim according to their policy.
[CUSTOMER][NEUTRAL] OK. How many the patient met so far till now.
[AGENT][NEUTRAL] OK, how much do they need in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] when
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, they had that 376 85.
[CUSTOMER][NEUTRAL] With this claim,
[AGENT][NEUTRAL] Uh, with this claim, yeah, so this claim, it put uh 190.
[AGENT][NEUTRAL] 20 or 19067 towards the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I get the EOB to my fax number?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What number is it?
[CUSTOMER][NEUTRAL] 5126052233.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, could you spell your name for me?
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Can I get the claim number?
[AGENT][NEUTRAL] Claim number 3583549.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number for our call today?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][NEUTRAL] OK. When can I expect the UB?
[AGENT][NEUTRAL] Just takes a few minutes.
[CUSTOMER][POSITIVE] OK. Thank you for your kind assistance. Have a good day. Bye-bye.
[AGENT][POSITIVE] Hey, thanks for calling APL as well.