AccountId: 011433970860
ContactId: 97756b8a-47f5-42e2-90e8-a09d9b29cdca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256579 ms
Total Talk Time (AGENT): 112457 ms
Total Talk Time (CUSTOMER): 74800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/97756b8a-47f5-42e2-90e8-a09d9b29cdca_20250619T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling in regards to a claim. It was paid and I'm just trying to determine uh patient responsibility.
[AGENT][NEUTRAL] OK, so you have a question regarding a claim that was processed, is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. And what is, um, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the member's policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 3, that's a claim number.
[AGENT][NEGATIVE] Mm, yeah, I was gonna say no.
[CUSTOMER][NEUTRAL] 02421119
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] The patient is.
[CUSTOMER][POSITIVE] I'm gonna spell it. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And her
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the claim number for the data service and again any information provided will be a verification of benefits and not a guarantee of payment. So what is the claim number you were about to give me a minute ago?
[CUSTOMER][NEUTRAL] It is 3400943.
[AGENT][NEUTRAL] OK, thank you. And the date of service and build amount, please.
[CUSTOMER][NEUTRAL] Data service is 12-16-2023.Bu amount is to it $110,070.34.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you said that you already have actually the status and received the payment. You were just trying to determine patient responsibility, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so we APL does not determine patient responsibility, [PII], that would be up to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, do y'all give a reference numbers for the calls or?
[AGENT][POSITIVE] I, yes, ma'am, you will actually use my name along with a, excuse me, along with today's date.
[AGENT][NEUTRAL] And then [PII] also we do have a portal that in the future you should also be able to use to check claim status.
[AGENT][NEUTRAL] For our members and the website that you would go to for that and that would be once the claim has been processed would be secured. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.