AccountId: 011433970860
ContactId: 662e13f0-a4af-43af-a697-dabd19220bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305559 ms
Total Talk Time (AGENT): 121317 ms
Total Talk Time (CUSTOMER): 69036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/662e13f0-a4af-43af-a697-dabd19220bbb_20250114T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I would like to know the claim status.
[AGENT][NEUTRAL] May I have your contact number before you disconnected please [PII]?
[CUSTOMER][NEUTRAL] 6, that's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] The member ID that's 2546457.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient was [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII], and again you're calling for claim status. I can assist you with that. And also to let you know you can check claim status by visiting our secure portal at [PII].
[AGENT][NEUTRAL] May I have that date of service and the total charge amount please?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service that's uh.
[CUSTOMER][NEUTRAL] [PII], with the total amount $439.
[AGENT][NEUTRAL] OK, let me just repeat that just to confirm I have that correctly. I have that [PII], total charges $439 even.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much. Give me one moment please.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, bear with me here.
[AGENT][NEUTRAL] Can you please verify the procedure code billed for this service date for the member?
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Can you verify the procedure code to bill the service date for the member?
[CUSTOMER][NEUTRAL] Uh yes. So the procedure code was 9,223,372,036,854,775,807.
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII]. Uh, it shows that we received the claim and the payment was made in the amount of $370 that's 370.
[CUSTOMER][NEUTRAL] Through EFT or check?
[AGENT][NEUTRAL] It was a single paper check.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] 2021604.
[CUSTOMER][NEUTRAL] I should a clear date?
[AGENT][POSITIVE] Issued on [PII] and this check currently shows outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any patient responsibility?
[AGENT][NEUTRAL] APL does not determine patient's responsibility.
[CUSTOMER][NEUTRAL] I'm sorry, how much patience responsibility?
[AGENT][NEUTRAL] APL does not determine patients responsibility.
[CUSTOMER][NEUTRAL] Oh, OK. What's the claim number?
[AGENT][NEUTRAL] OK, the claim number shows 3543645.
[CUSTOMER][NEUTRAL] Any denial on this claim?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All 5 services was paid?
[AGENT][NEUTRAL] Just give me one moment please.
[AGENT][NEUTRAL] OK, for procedure code 0 I'm sorry 0220, that benefit went towards the deductible as well as 0230.
[AGENT][NEUTRAL] And the deductible is $50.
[CUSTOMER][NEUTRAL] 150. OK, OK, can you please send the COB?
[AGENT][NEUTRAL] Um, you can obtain an EOB from the website at [PII].
[CUSTOMER][NEUTRAL] OK. OK. Can you tell me your name and conference number?
[AGENT][NEUTRAL] My name is [PII]. We do not use reference numbers, [PII]. You can use my name and today's date. My last initial is [PII]. Is there anything else I can assist you with, please?
[CUSTOMER][POSITIVE] Uh, no, that's all I need. Thank you so much for that.
[AGENT][POSITIVE] You're very welcome, [PII], and thank you for calling APL. Have a great day. Thank you.
[CUSTOMER][POSITIVE] Thank you.