AccountId: 011433970860
ContactId: 6e6e8807-7477-4d2f-91f4-4005a5bd3281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150320 ms
Total Talk Time (AGENT): 80082 ms
Total Talk Time (CUSTOMER): 56018 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6e6e8807-7477-4d2f-91f4-4005a5bd3281_20250107T15:22_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to figure out um we have an explanation of payment for uh for one of our patients and it doesn't really say what left over patient responsibility is and it's quite a big bill.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at that for you. Do you mind if I have your name and a good callback number for you, my friend?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. And what is the, the patient's um policy number? I'm so sorry, my brain blanked.
[CUSTOMER][NEUTRAL] Oh no you're fine uh 024.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 18128.
[AGENT][POSITIVE] Thank you so much, Ms. [PII], and let me get that pulled up for you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Could you verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Wonderful and.
[CUSTOMER][NEUTRAL] Oh, [PII], not birch.
[AGENT][POSITIVE] OK, I thought maybe I heard you wrong but perfect. I'm glad you clarified that. and let me see what is the, what was the claim number we wanted to look at today?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 353-891-3
[AGENT][NEUTRAL] All right, I do see that here.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] It looks like that benefit she received did exhaust her calendar year benefits with us, um, and then unfortunately because we're a supplemental policy we're just like a limited supplemental plan we can't determine patient responsibility we can only pay out benefits that are available because there could be other insurances.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect she did have a um primary it looks like.
[CUSTOMER][NEUTRAL] They just did an adjustment and left 3500 to her so she's still owed that.
[AGENT][NEUTRAL] OK. Oh, that makes sense.
[CUSTOMER][POSITIVE] But OK perfect.
[CUSTOMER][NEUTRAL] OK, I will go ahead and note the account.
[AGENT][NEUTRAL] All right he's missed on and then.
[AGENT][NEUTRAL] Is there anything else I can help you with today, my friend?
[CUSTOMER][NEUTRAL] Um, nope, I think that's it.
[AGENT][POSITIVE] Perfect. Well thank you so much for calling us here at APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] My pleasure. Bye bye.