AccountId: 011433970860
ContactId: a7bdc30d-84c2-4cf0-b119-94c1c7cd10a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253630 ms
Total Talk Time (AGENT): 90791 ms
Total Talk Time (CUSTOMER): 102417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a7bdc30d-84c2-4cf0-b119-94c1c7cd10a0_20250430T12:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Oklahoma Heart Hospital regarding claim status.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status and [PII], may I have a good contact number in case we're disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 932134.
[AGENT][NEUTRAL] OK, let's try. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Sure, it was [PII]. The total charge is 1 not 1000, it was $177.51.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's Oklahoma Heart Hospital North.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 945839.
[AGENT][NEUTRAL] OK, this is it.
[AGENT][NEUTRAL] So I just located the claim, it's coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Alright, so I'm sure we received it on [PII].
[CUSTOMER][NEUTRAL] 05
[AGENT][NEUTRAL] The claim number is 3339.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9510.
[CUSTOMER][NEUTRAL] That was 339-951-0.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're welcome and also on um [PII], the claim was processed. It was denied, um, well, all the payable benefits were applied to the policy deductible.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So he is responsible or yes, he is responsible for what Blue Cross left as a, let me see.
[CUSTOMER][NEGATIVE] I'm not together.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they have a balance of um 5246.
[CUSTOMER][NEUTRAL] Towards the deductible and also it went towards the deductible with American public life.
[AGENT][NEUTRAL] Yes. Um, so we don't determine patient responsibility because we're not the major medical, um, so it'll be whatever your policies are for the outstanding balance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. OK. That's all I needed. Is there a reference number, please, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, and is it [PII] or just [PII]?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Today's date.
[CUSTOMER][POSITIVE] All right. I appreciate your help. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII], and thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Oh, you also, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye, ma'am.