AccountId: 011433970860
ContactId: 749896e9-5d11-4780-ae91-8d7a35dcabc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264440 ms
Total Talk Time (AGENT): 48756 ms
Total Talk Time (CUSTOMER): 98610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/749896e9-5d11-4780-ae91-8d7a35dcabc9_20250218T18:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling on a claim, uh, well, an invoice that we got. I'm just trying to get more clarify on the stuff that was not paid.
[AGENT][POSITIVE] I'll be happy to assist with claim status and if I can get your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number 01604489.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, let me see it's too sure it's [PII].
[CUSTOMER][NEUTRAL] Hold on, let me get you the date of birth.
[CUSTOMER][NEUTRAL] I believe her husband is the subscriber. Mrs. [PII], hold on.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what questions did you have in regards to?
[CUSTOMER][NEUTRAL] Yes, I just had a question on where the deductible applies.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The $17 and the $21?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So what question about the deductible did you have?
[CUSTOMER][NEGATIVE] Well, I wanna know why, I mean, they're not, I mean, the insurance is not paying anything, the patient has to pay.
[CUSTOMER][NEUTRAL] Sometimes they usually.
[AGENT][NEUTRAL] Right, if they.
[CUSTOMER][NEUTRAL] Cover that.
[AGENT][NEUTRAL] If she had met her deductible, no, it was applied to her her deductible.
[CUSTOMER][NEUTRAL] OK, now, but yes, $50 yes, but my thing doesn't the deductible have to be applied like to, not to diagnostic or preventative?
[AGENT][NEUTRAL] She has a $50 deductible.
[AGENT][NEUTRAL] OK, were these preventative codes? Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm a little bit confused on her.
[AGENT][NEUTRAL] I'm showing 220 on the fax back is basic.
[AGENT][NEUTRAL] 230 is under basic.
[CUSTOMER][NEUTRAL] Let me see one second.
[CUSTOMER][NEUTRAL] Mm, I see what you mean. Yes, yes, sorry, I see what you mean now. OK, got it. So that's why it was applied. OK, I'll let my doctor know. He had a little bit of confusion on that.
[CUSTOMER][NEUTRAL] So it's only certain codes for not to for the preventative not to be charged. OK, got it. I'll let him know.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm