AccountId: 011433970860
ContactId: 702db68f-a8d6-4b43-84b7-0a736dafd14c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245649 ms
Total Talk Time (AGENT): 88305 ms
Total Talk Time (CUSTOMER): 113669 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/702db68f-a8d6-4b43-84b7-0a736dafd14c_20250623T15:42_UTC.wav
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[AGENT][POSITIVE] Good speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] calling from provider office. Ne claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize your name is again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] One second please um.
[CUSTOMER][NEUTRAL] It's 910-113.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, member, member name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] One second, please. Uh, patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] What was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is $976.08.
[AGENT][NEUTRAL] OK, and do you have the
[CUSTOMER][NEUTRAL] It was billed to you as a secretary.
[AGENT][NEUTRAL] OK, yes. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How many balances remaining do you want to ask?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, what are you asking, please, uh, can you tell me again?
[AGENT][NEUTRAL] I'm asking for the balance after primary insurance has processed the claim.
[CUSTOMER][NEUTRAL] Uh yes, it's $232.35.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] It's uh Paula Medical Center.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 071.
[CUSTOMER][NEUTRAL] For, uh, for any cases, uh, name is, yeah, mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, the full name is uh Progressive Medical Management of Letsville, name of the center, yeah.
[AGENT][NEUTRAL] OK. I'm showing that claim process as the benefit of 23235 was applied towards their outpatient deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] The amount was again uh left for the uh deductable processor deductible.
[AGENT][NEUTRAL] It was applied towards their outpatient deductible with our company.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, can you please provide me you'll be, uh.
[AGENT][NEUTRAL] Sure, I can uh or fax the EOB to you. What's the fax number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yeah yes.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, keep the attention over the name [PII], OK.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, one second please. Uh, can you please spell your name, uh, just for my reference.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, uh, yeah, thank you very much, thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.