AccountId: 011433970860
ContactId: 6f0be9ff-9093-4f3c-aa78-52e229884976
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222899 ms
Total Talk Time (AGENT): 70893 ms
Total Talk Time (CUSTOMER): 116349 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6f0be9ff-9093-4f3c-aa78-52e229884976_20250624T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] here calling from provider's office checking on the claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The member policy number I have on file is 01659579 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII] with the extension of [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] My name I have on file is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, for date of birth [PII].
[AGENT][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] for charged amount of $370 even.
[AGENT][NEUTRAL] Do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] Do you have a different billed amount after primary paid?
[CUSTOMER][NEUTRAL] Uh, it is for $60.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] Claim is received on [PII].
[AGENT][NEUTRAL] The claim was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $50.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] This was the maximum benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh what about the $10 because the primary is left to $60.
[AGENT][NEUTRAL] The $50 was the maximum benefit payable for this, so it's up to the facility or provider to decide on patient responsibility.
[CUSTOMER][NEUTRAL] OK, can you just help me out with the claim number for this one, please?
[AGENT][NEUTRAL] 358-056-9.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK. Can you just help me out that the $50 is paid by check or EFT?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Uh, can you just help me out with the check number?
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 5008.
[CUSTOMER][NEUTRAL] No problem. Can you just help me out with the call reference number for this one?
[AGENT][NEUTRAL] Call reference is my name with today's date.
[CUSTOMER][NEUTRAL] And first initial of your last name?
[AGENT][NEUTRAL] Is going to be [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your help. Really appreciate that. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.