AccountId: 011433970860
ContactId: c811000b-25e7-418c-8748-2efa02bad584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192199 ms
Total Talk Time (AGENT): 73097 ms
Total Talk Time (CUSTOMER): 65711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c811000b-25e7-418c-8748-2efa02bad584_20250204T13:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office uh to check on a claim.
[AGENT][NEUTRAL] Spell your name for me please.
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the claim and the policy number?
[CUSTOMER][NEUTRAL] Uh yeah. Let me help you with the policy number. It is 01813825.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah. It is [PII].
[AGENT][NEUTRAL] OK, I can barely hear you. Can you repeat the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, and what's the date of service in charge for the claim?
[CUSTOMER][NEUTRAL] Yes, let me help you with the total charge amount that, uh, what you just ask me? Yeah, date of service is um [PII] with the total charge amount of $264 even.
[AGENT][NEUTRAL] And the date of service?
[AGENT][NEUTRAL] OK, so it's [PII] for 264.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the claim was not paid payable because office visits are not covered um by the patient's policy. I show the claim was received.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Of this visit.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] [PII] and processed on [PII]. Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, who's responsible for the amount?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Who's responsible for that amount?
[AGENT][NEUTRAL] OK, so let me give you the claim number, it's 330.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 8848.
[AGENT][NEUTRAL] And APL does not determine patients responsibility.
[CUSTOMER][NEUTRAL] OK, this patient responsibility. Uh, can you please spell out your name for me?
[AGENT][NEUTRAL] It said that APL does not determine responsibility.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And you'll use my name and today's date as reference for today's call. It's [PII] A. First initial of my last name is [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Yep you too.
[CUSTOMER][NEUTRAL] Uh.