AccountId: 011433970860
ContactId: 91614f86-982d-4fb7-a5dc-88dbfd8d6a26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94900 ms
Total Talk Time (AGENT): 41078 ms
Total Talk Time (CUSTOMER): 33986 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/91614f86-982d-4fb7-a5dc-88dbfd8d6a26_20250417T15:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling to verify this claim balance is patient responsibility.
[AGENT][NEUTRAL] Sure, [PII] I could assist you. Well, I can see if I can assist you with that because we're not a primary insurance company. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] 01954065 ML8
[AGENT][NEUTRAL] Thank you. What is the member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Do you have a claim number for the claim status?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] 3556786
[AGENT][NEUTRAL] For the bill amount of $628?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it looks like we didn't make a payment because the policy does not cover services.
[AGENT][NEUTRAL] Received in the doctor's office.
[AGENT][NEUTRAL] And being that we are pri we're not a primary insurance company, we can't tell you if it's the patient responsibility. I can just verify that you submitted a claim and we didn't make a payment on that claim and the balance is still due.
[CUSTOMER][NEUTRAL] OK, so is it patient?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, OK, alrighty, um, thank you, that's all I needed then.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.