AccountId: 011433970860
ContactId: 99dbd12c-d185-4f62-97f9-bca89661e8db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174419 ms
Total Talk Time (AGENT): 75918 ms
Total Talk Time (CUSTOMER): 58461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/99dbd12c-d185-4f62-97f9-bca89661e8db_20250612T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was needing to go over claim please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02260490
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment please. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] [PII], that's the direct line.
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It is for $9,149 even.
[AGENT][NEUTRAL] OK. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] $3,909.83.
[AGENT][NEUTRAL] 83. OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] You said [PII] I think. [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] McCloud, let's see, this one it's coming from McCloud Regional Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I sure the claim paid $1000 and with that payment, it matched their benefit for that occurrence.
[AGENT][NEUTRAL] For outpatient.
[CUSTOMER][NEUTRAL] Max the benefit and um so the left, the balance was left as uh patient responsibility.
[AGENT][NEUTRAL] Um, we can't give patient responsibility, but I guess you can say it's implied since with that payment it matched their benefit.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Alright, and uh does it have a claim number?
[AGENT][NEUTRAL] Yes, ma'am. 357-312-4.
[CUSTOMER][POSITIVE] Thank you, I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, but I don't know, I'm sorry, so you, I know you said it was, uh, benefits max, but on your end, does it say it doesn't say anything about a write off or anything, does it? for the balance?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am, it would just stay uh with the payment it match their benefit for the outpatient occurrence.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] H
[AGENT][POSITIVE] Excuse me, and I'm sorry.
[CUSTOMER][POSITIVE] No worries I appreciate your help you have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.