AccountId: 011433970860
ContactId: a59a38b9-6f95-481d-a986-1d8404847f25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287019 ms
Total Talk Time (AGENT): 107240 ms
Total Talk Time (CUSTOMER): 74226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a59a38b9-6f95-481d-a986-1d8404847f25_20250623T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I need to get claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] University of Texas Medical Branch at [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Have 02515284.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $22,555.
[AGENT][NEUTRAL] Thank you. OK, let me see if I can find this claim for you and for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] I don't see a claim for the facility charges, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, do you have one for?
[CUSTOMER][NEUTRAL] $15,696?
[AGENT][NEUTRAL] Let me check this one moment.
[AGENT][NEUTRAL] Any particular um procedure code?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] or is it a facility?
[AGENT][NEUTRAL] Charge.
[CUSTOMER][NEUTRAL] It's a facility claim. There was just two claims. There was an original claim and then a corrected claim, so it was just double checking to make sure because maybe you had the first claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yeah, it doesn't look like we have any facility charges. Um, let me pull this one just to make sure that it doesn't seem to be a facility charge at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] I'm sorry I'm still waiting on the documents. OK.
[AGENT][NEUTRAL] Mm mm. No. No, I don't, we don't have that claim.
[CUSTOMER][NEUTRAL] OK, let me just confirm the claims mailing address we have is [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, and the member ID I provided was correct. So what about the group number? Is it 22772?
[AGENT][NEUTRAL] I mean that
[AGENT][POSITIVE] 22772. Yes, that is correct.
[CUSTOMER][NEUTRAL] Um, can you confirm what type of plan this is?
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, when you say major medical, it's just, it's, it's not just Medicare, but it's, it's whoever the primary is.
[AGENT][NEUTRAL] Correct, to any major medical. It's a secondary to any major medical.
[CUSTOMER][NEUTRAL] OK, thank you. Oh, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last [PII].
[CUSTOMER][NEUTRAL] Do you have a call reference number?
[AGENT][NEUTRAL] Um, we don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL bye bye.