AccountId: 011433970860
ContactId: 628bbe40-54f7-4f6e-b1af-489d8c4c72af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295420 ms
Total Talk Time (AGENT): 79800 ms
Total Talk Time (CUSTOMER): 114846 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/628bbe40-54f7-4f6e-b1af-489d8c4c72af_20250417T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, very good morning. This is [PII] calling on behalf of provider office checking on our claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm. Callback number is [PII].
[CUSTOMER][NEUTRAL] I do have an extension of [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy ID that starts with 018.
[CUSTOMER][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] 260.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Larry.
[CUSTOMER][NEUTRAL] Number 8
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Thank you. Uh, this is for [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Mhm. And uh we are looking on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have a charge amount of 9000.
[CUSTOMER][NEUTRAL] $512 and 0.05 cents.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 336-9198.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it paid out for $500 and it paid out that amount because under this policy for outpatient services, we cover up to $500 per day.
[CUSTOMER][NEUTRAL] So according to that uh date of date.
[CUSTOMER][NEUTRAL] The claim is only payable for $500 right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much and uh for my documentation purpose, could you please provide me the, what kind of plan does the patient was having?
[AGENT][NEUTRAL] It's Medlik. Um it's spelled M E D L I N K.
[CUSTOMER][NEUTRAL] Bling plan.
[CUSTOMER][NEUTRAL] Mhm. According to this plan, uh, the claim will be uh paid only $500 per day, right?
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh on this claim we haven't received an UB copy so I just wanna know like can you able to send me an EOB copy of this?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][POSITIVE] Thank you so much and fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Let me repeat that. It is uh [PII]. And uh can you please mention to attention to [PII]
[AGENT][NEUTRAL] OK, that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mhm thank you so much uh for that information and uh can I get a call reference for our conversation?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much, [PII], for your valuable information and assistance for the day. You stay safe and uh have a great rest of your day and bye for now.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.