AccountId: 011433970860
ContactId: 9a1767c2-407e-4080-a414-43859e5b623e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325700 ms
Total Talk Time (AGENT): 117863 ms
Total Talk Time (CUSTOMER): 67928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9a1767c2-407e-4080-a414-43859e5b623e_20250417T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with Blanchard Valley Medical Associates, and I am just needing claim status.
[AGENT][NEUTRAL] OK. And could you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][POSITIVE] Here. Thank you.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, my number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02342555.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy, [PII]. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $65.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is secured. [PII] and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And I did pull that information up for you.
[AGENT][NEUTRAL] And it does show that we did receive that claim on [PII]. It was processed on [PII]. That claim number is 356.
[AGENT][NEUTRAL] 351 2, it does show that it processed and made a payment in the amount of $50.
[CUSTOMER][NEUTRAL] Alright, do you have that check information?
[AGENT][NEUTRAL] Yes, that check number is 202.
[AGENT][NEUTRAL] 7702.
[CUSTOMER][NEUTRAL] All right, and that check date?
[AGENT][NEUTRAL] That would be the process date as well.
[AGENT][NEUTRAL] That was [PII] 25.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Alright and then um do you have a cash date by chance?
[AGENT][NEUTRAL] Let me see if I can verify that.
[AGENT][NEUTRAL] It does show that it did clear and the clear date was on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then I have another the service.
[AGENT][NEUTRAL] For the same member?
[CUSTOMER][NEUTRAL] Um it's going to be.
[CUSTOMER][NEUTRAL] Oh, actually it's the same data service, um, the bill amount was $166 yeah, same number.
[AGENT][NEUTRAL] And for that claim it does show we received it on 2 I mean 27 of 25. That one was processed on 2-13 of 25. That claim number is 356.
[AGENT][NEUTRAL] 351 9. They claimed process and denied that the maximum for that date has been met.
[CUSTOMER][NEUTRAL] Alright, so is the member responsible for the 166?
[AGENT][NEUTRAL] That is the provider's discretion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right perfect and then what was your name again?
[AGENT][NEUTRAL] That is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] with the last initial [PII] [PII] in today's date as the call reference. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, nope, that was it. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.