AccountId: 011433970860
ContactId: 7afc73f6-8c37-4d2b-b168-9d30f56bf6cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157960 ms
Total Talk Time (AGENT): 75830 ms
Total Talk Time (CUSTOMER): 58219 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7afc73f6-8c37-4d2b-b168-9d30f56bf6cb_20250408T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling with Cedar Park Surgeons and I was calling in reference to um a claim and how it was processed.
[AGENT][NEUTRAL] OK, so check the status of the claim, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, so I have the status. I just have like a question on the EOB, I guess.
[AGENT][POSITIVE] OK. OK, I'd be glad to help you. Go ahead, [PII], give me a good policy number.
[CUSTOMER][NEUTRAL] It's gonna be 01758742.
[AGENT][POSITIVE] Alrighty, [PII], thank you for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's gonna be [PII] option 3.
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. Looks like [PII] is the insured on this medical supplemental plan, and you did say you wanted to check on how a claim was processed. What is the date of service?
[CUSTOMER][NEUTRAL] The data service is gonna be [PII].
[AGENT][NEUTRAL] [PII], and where is your bill from?
[CUSTOMER][NEUTRAL] Uh, Cedar Park surgeons.
[AGENT][NEUTRAL] Alright, so the doctor's office. All right, let me get it pulled up. Let's see. OK, I have it pulled up. How can I help you?
[CUSTOMER][NEUTRAL] Um, so it looks like we got paid, um.
[CUSTOMER][NEUTRAL] $615.68 for CPT 4752 um but there was nothing for CPT 49591 so that's what I was checking on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, uh, they have maxed out that $1000 benefit payable per calendar year, so there will be no additional payment. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got you OK perfect and then can I get um a reference number for the call?
[AGENT][NEUTRAL] Oh is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Well, we don't give uh call reference numbers, but you can use my name on today's date, [PII] and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thank you, [PII] for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.