AccountId: 011433970860
ContactId: bd3063bc-0978-4daf-b329-6469ee5d4cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141130 ms
Total Talk Time (AGENT): 60989 ms
Total Talk Time (CUSTOMER): 46039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bd3063bc-0978-4daf-b329-6469ee5d4cbd_20250612T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. My name is [PII]. I'm calling from GSest of Georgia. I was calling to get the status of a submitted claim for one of your members.
[AGENT][NEUTRAL] OK, and I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] I have a 02566872.
[CUSTOMER][NEUTRAL] And may I have the correct spelling of your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] This state of service is 528 25 and looks like the bill amount is in the amount of $440.
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] Looks like we received that claim on [PII].
[AGENT][NEUTRAL] And that was processed 62-2025.
[AGENT][NEUTRAL] Uh, we made a payment of $75.
[AGENT][NEUTRAL] And it's a single check.
[AGENT][NEUTRAL] And the check number, um 204-7952.
[CUSTOMER][NEUTRAL] OK, and what is the patient's responsibility for that?
[AGENT][NEUTRAL] Um, so we're a supplemental policy and we don't determine patient responsibility or instruct on patient responsibility. Um, we just process the claim according to the plan policy. So the max benefit payable is 75.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a claim number [PII]?
[AGENT][NEUTRAL] Yes, it's 3608195.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for your help with this, and you have a great rest of your day.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a great day too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.