AccountId: 011433970860
ContactId: 768ba262-fbd2-4d13-af5f-d025a706d019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163679 ms
Total Talk Time (AGENT): 59867 ms
Total Talk Time (CUSTOMER): 77557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/768ba262-fbd2-4d13-af5f-d025a706d019_20250325T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for the provider Hand Institute PL to check on a claim status. Please be informed that this call is being recorded and monitored for quality and training purposes. May I know if I can help you with the patient's information or the product's information?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number is 1,070,130.
[AGENT][NEUTRAL] [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII], no extension direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's name is um [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $468.60. That is 468.60.
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. For future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] I do show a claim for that data service, but it has a different bill amount.
[AGENT][NEUTRAL] What is the CPT code?
[CUSTOMER][NEUTRAL] Mhm. So the CPT code that was billed was um 7,313,050.
[AGENT][NEUTRAL] OK, so I do not show we have received that claim, but we did receive the office visit from the Han Institute.
[CUSTOMER][NEUTRAL] So, you received the office visit. So that is um the CPT code for that one is 99203.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] That is correct. That processed under claim number 3556426 looks like a benefit amount of $25 paid to the provider.
[CUSTOMER][NEUTRAL] OK, so just allow me a moment, please.