AccountId: 011433970860
ContactId: bbe67e47-990b-4230-8531-267512196aa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218440 ms
Total Talk Time (AGENT): 94097 ms
Total Talk Time (CUSTOMER): 76097 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/bbe67e47-990b-4230-8531-267512196aa4_20250124T15:06_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning, [PII]. My name is [PII] with Blanchard Valley Medical Practices, and I called into 90 Degree Benefits. They transferred me to you to check claim status on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] So she said you guys wouldn't be able to find it by the policy number that we have on file, but by the patient's last name and date of birth.
[AGENT][NEUTRAL] OK, so you don't have a number that starts with a 0 followed by 7 digits without the D.
[CUSTOMER][NEUTRAL] I have the D, the number that starts with the D.
[AGENT][NEUTRAL] OK. All right. OK. Um, let me have the spelling of the last name of the patient.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Is [PII] amount of the claim is $209 I believe.
[AGENT][NEUTRAL] OK. All right, let me see if I can find it.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and that was um [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me pull the explanation of benefits. And for future, you can check claim status online through our website at [PII] and that's just optional. You can always call.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we processed the claim on [PII] and we send a benefit amount of $50 which is the maximum benefit for an office visit.
[CUSTOMER][NEUTRAL] OK, so it looks like we still have a balance of 159 that patient responsibility, or what are you guys leaving that to?
[AGENT][NEUTRAL] OK, this is not a major medical. This is a limited hospital indemnity plan. We don't know if they have any other plans out there. So it's up to the provider's discretion.
[CUSTOMER][NEUTRAL] OK, one minute I'm still playing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, so it is gonna go to patient then. Perfect. That's what I needed to find out. I do appreciate your help. Can I get a reference number for the call today, please?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that's [PII] [PII].
[CUSTOMER][POSITIVE] So awesome thank you Miss. So I do appreciate your help. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye bye Miss [PII].
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.