AccountId: 011433970860
ContactId: ab423409-fe4a-4d52-91a1-4a4f08f85dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125169 ms
Total Talk Time (AGENT): 38019 ms
Total Talk Time (CUSTOMER): 66100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ab423409-fe4a-4d52-91a1-4a4f08f85dab_20250408T18:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from Doctor [PII]'s office in reference to an explanation of benefits on a patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh yes ma'am, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is 01912984.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and the build service charges on that date was for $120 and I just had a question.
[AGENT][NEUTRAL] Yes, ma'am, and your question?
[CUSTOMER][NEUTRAL] So, um, it's my understanding APL picks up whatever a lot um i did not pay for, and she had a $20 co-payment on that day and y'all don't pick up the $20 co-payment because I was told that the that I didn't have to collect anything from the patient between the two insurances that she had.
[AGENT][NEUTRAL] Well, actually, under this policy, office visits, um, the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, so office visits are not covered.
[AGENT][NEUTRAL] Right, for yeah, for office visits.
[CUSTOMER][POSITIVE] OK, well I needed to know that thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.