AccountId: 011433970860
ContactId: 962338a5-5fc5-4914-bd9b-7709ceb0747d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224960 ms
Total Talk Time (AGENT): 60474 ms
Total Talk Time (CUSTOMER): 65307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/962338a5-5fc5-4914-bd9b-7709ceb0747d_20250508T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from Sutter Valley Medical Foundation. Could you help me the status of the claim, please?
[AGENT][NEUTRAL] Uh, yes, you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what was the provider's place of service or where is it?
[AGENT][NEUTRAL] Provider.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or the the name of it. I'm sorry.
[CUSTOMER][NEUTRAL] Setter Valley Medical Foundation or Setter Gold Medical Foundation?
[AGENT][NEUTRAL] OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Patient's policy number is.
[CUSTOMER][NEUTRAL] 025508
[CUSTOMER][NEUTRAL] 29
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And bill amount is $2,272 even.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, it looks like we received that claim on [PII].
[AGENT][NEUTRAL] Claimless process for [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We made a payment of $500.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What is the allowed amount?
[AGENT][NEUTRAL] It's a secondary policy, so there's not an allowed amount. It just pays according to the policy.
[AGENT][NEUTRAL] We paid 500.
[CUSTOMER][NEGATIVE] Oh, no responsibility, right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No patient responsibility, right?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. We're secondary.
[CUSTOMER][NEUTRAL] OK. Could you please fax the
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] 916-732
[CUSTOMER][NEUTRAL] 88887.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[AGENT][NEUTRAL] Anything else I can help you
[CUSTOMER][NEUTRAL] OK, thank you. Could you spell your name, please, for documentation?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] The last initial, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Reference number please [PII].
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Thank you for giving information. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.