AccountId: 011433970860
ContactId: 90c7d9a5-1590-4e26-93f5-bba258fc7e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173029 ms
Total Talk Time (AGENT): 46598 ms
Total Talk Time (CUSTOMER): 84067 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/90c7d9a5-1590-4e26-93f5-bba258fc7e31_20250623T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the facility to check on a uh claim, to discuss a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh. Policy number, it's 02457349 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII] direct line.
[AGENT][NEUTRAL] OK, patient's name, date of birth.
[CUSTOMER][NEUTRAL] The name is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]. Uh, last name spelled as [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Mhm. Service date is [PII] with a large amount of $5,978 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Uh, the after primary, let me check that.
[CUSTOMER][NEUTRAL] It is $3,023.02.
[AGENT][NEUTRAL] OK, one moment and you're calling from?
[CUSTOMER][NEUTRAL] From the facility Saint Mary Medical Center.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, sure, the claim paid $1500 and with that payment it maxed their benefit for the year.
[CUSTOMER][NEUTRAL] OK, and uh what about the rest of the amount? Is it a provider write off or the patient responsibility?
[AGENT][NEUTRAL] Well, we can't give patient responsibility. We can only verify how the claim was processed and like I said with that payment it matched their benefit for the year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So 1500 is the yearly benefit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, thank you so much. I just want to confirm this, and do you provide any call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Enjoy the rest of your day.
[AGENT][POSITIVE] You too, thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.