AccountId: 011433970860
ContactId: a01d8a13-c868-4729-9c76-cd0f533a7e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191380 ms
Total Talk Time (AGENT): 62158 ms
Total Talk Time (CUSTOMER): 56554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a01d8a13-c868-4729-9c76-cd0f533a7e65_20250612T15:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I just have a question about frame.
[AGENT][NEUTRAL] OK, is it for yourself or are you with the provider?
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK, could I get your name and a good callback number and I can help you with that claim status.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. I have 02455338.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and bill amount?
[CUSTOMER][NEUTRAL] It is [PII]. So the amount was total $817.
[AGENT][NEUTRAL] OK, looks like we received 12:26, processed 12:30 and paid 150.
[CUSTOMER][NEUTRAL] OK, on the, uh,
[CUSTOMER][NEUTRAL] The hearing, vision, and behavioral health screenings, are those not covered under the policy or?
[AGENT][NEUTRAL] Uh, looks like the only thing that was covered was the
[AGENT][NEUTRAL] Office visits and I guess there was a wellness visit and then a regular office visit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] Yeah, we received the payment for those. I didn't see anything about the um screenings that were done.
[AGENT][NEUTRAL] Yeah, that's the max payable, um, on for this benefit for the date of service. So that's the maximum we'll pay out on this plan for the date of service.
[AGENT][NEUTRAL] This is like a supplemental hospital indemnity plan so it doesn't, it just has a limited amount that it'll pay.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, that, that's helpful. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] I believe that that's all
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I can have a reference number.
[AGENT][NEUTRAL] Sure, it's uh my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.