AccountId: 011433970860
ContactId: 6f589cc5-5ae8-43c4-a892-1b4077de85cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498339 ms
Total Talk Time (AGENT): 91296 ms
Total Talk Time (CUSTOMER): 139787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6f589cc5-5ae8-43c4-a892-1b4077de85cd_20250624T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah. Uh, hi, [PII]. This is [PII] calling from provider's office.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, so I need to, I need to tell me the claim status.
[AGENT][NEUTRAL] Hey, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. Before we go further, this call is recorded for training and quality purpose. Yeah, and the callback number is [PII].
[AGENT][NEUTRAL] OK, you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 016.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 598.
[CUSTOMER][NEUTRAL] 96 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, yeah. The patient name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, the service is [PII].
[CUSTOMER][NEUTRAL] Total charge amount is $3000.03 $300 my mistake.
[AGENT][NEUTRAL] OK, uh, the policy number you gave me terms, let me pull up the current policy. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and you said 827 24, is that right?
[CUSTOMER][POSITIVE] Oh, yes, correct.
[AGENT][NEUTRAL] OK, looks like the policy or the claim was received 10-2124. Pro 10-2324.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh looks like we need a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Uh, yeah, I I see the primary is already sent.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, it looks like we did get that. That was received.
[AGENT][NEUTRAL] Um, 113 25, process 115 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You paid $50 single check.
[AGENT][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] You need the check number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Uh check number 2,023,000.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes, and the next, you need a clear date?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, sure. But for confirmation, the claim number is 202.
[CUSTOMER][NEUTRAL] And 300, right? So, like 300?
[AGENT][NEUTRAL] No, then
[AGENT][NEUTRAL] The check number, do you need the check number or do you need the claim number or both?
[CUSTOMER][NEUTRAL] Uh, which one did you provide earlier?
[AGENT][NEUTRAL] 2,023,000 is the check number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it 3 consecutive zeros?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or 2?
[CUSTOMER][NEUTRAL] 3. OK, got it.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK. And uh can you help me the clear data?
[AGENT][NEUTRAL] The date [PII].
[CUSTOMER][NEUTRAL] 27, just a moment. OK. Bye.
[CUSTOMER][NEUTRAL] Uh, actually, uh, [PII], as I see, we received the payment of the $50. And can you help me with the remaining $10? Is that?
[CUSTOMER][NEUTRAL] Go or something?
[AGENT][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, so the benefit payable is 50, that's the max payable.
[CUSTOMER][NEUTRAL] OK, so management. OK, just a moment.
[CUSTOMER][NEUTRAL] Uh, so, can you, uh, can you help me with, uh, so I was asking for
[CUSTOMER][NEUTRAL] So that $10 is maximum benefit or any patients like co-pay?
[AGENT][NEUTRAL] The max benefit payable for an office visit is 50, so that's the max that we'll pay for the policy, the patient's policy.
[CUSTOMER][NEUTRAL] OK. OK, got it.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. OK, that's it. Uh, [PII], can you help me with the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh yes, claim number is 3552064.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2064. OK. That's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just just give me a moment.
[CUSTOMER][NEUTRAL] OK. Yes, safety. Are you there?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] Oh yeah, so little bit. OK, that's it. OK. Uh, can you help me the call first number [PII]?
[AGENT][NEUTRAL] All reference number is, my name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, [PII], for your assistance. Have a rest of a great day. Bye-bye.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. You too. Bye-bye.