AccountId: 011433970860
ContactId: b3b94682-4f29-44e2-8916-5495f2776634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205210 ms
Total Talk Time (AGENT): 63402 ms
Total Talk Time (CUSTOMER): 72922 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b3b94682-4f29-44e2-8916-5495f2776634_20250612T13:50_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. I'm trying to check the status of a client, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have 982-068.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the build.
[CUSTOMER][NEUTRAL] $660 was the total bill. The balance was 16157.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, looks like we received that on 4-8-25. Process 410-25.
[AGENT][NEUTRAL] And we made a payment
[AGENT][NEUTRAL] 11757.
[AGENT][NEUTRAL] Looks like the remainder of that was applied towards the $100 calendar year deductible.
[CUSTOMER][NEUTRAL] OK, so $44 is the patient's responsibility.
[AGENT][NEUTRAL] Um, well, we're secondary, so I can't instruct on patient responsibility. I we just process the claims according to the policy.
[CUSTOMER][NEUTRAL] Can you send me a copy of that EOB?
[AGENT][POSITIVE] Yeah, absolutely. What's your effects?
[CUSTOMER][NEUTRAL] 662
[CUSTOMER][NEUTRAL] 615.
[CUSTOMER][NEUTRAL] 2836.
[AGENT][NEUTRAL] OK, let me repeat that back. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get a copy of that sent your way. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, just make sure that the copy it, I mean the fax it to my attention so it won't be floating around.
[AGENT][NEUTRAL] OK, I will put it to your attention.
[CUSTOMER][NEUTRAL] OK, is what's your timely filing?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK, that's great.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a call reference number in your name because I did not catch it at the beginning.
[AGENT][NEUTRAL] Uh, call reference is my name, [PII], and first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK, all right, [PII], thank you very much. I hope you have a pleasant day and a great weekend coming up.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Alright thanks bye.
[AGENT][POSITIVE] Thanks bye bye.