AccountId: 011433970860
ContactId: cce6d7ca-40c1-4e37-9199-a6d0b2ba65ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216649 ms
Total Talk Time (AGENT): 53748 ms
Total Talk Time (CUSTOMER): 65505 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/cce6d7ca-40c1-4e37-9199-a6d0b2ba65ba_20250604T13:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I wanted to just see if I could review an EOB with you that I received.
[AGENT][NEUTRAL] OK, are you with the provider's office or is it for yourself?
[CUSTOMER][NEUTRAL] It's the provider's office.
[AGENT][NEUTRAL] OK. Uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Absolutely it's [PII] and the initials my last name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from [PII] [PII].
[AGENT][NEUTRAL] OK. And your number?
[CUSTOMER][NEUTRAL] [PII]. That's a direct line and a secure voicemail.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of that patient, [PII]?
[CUSTOMER][NEUTRAL] I do. That number is going to be 02287977.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that data service and bill charges? Or do you have the claim number?
[CUSTOMER][NEUTRAL] No I do have the claim number I can get that too.
[CUSTOMER][NEUTRAL] It's gonna be 3603786.
[AGENT][NEUTRAL] OK, it looks like the outpatient benefit for the calendar had been met, the maximum payable, the dollar amount. Let me see what the dollar amount is.
[AGENT][NEUTRAL] Uh, looks like they have a $3000 annual maximum benefit.
[CUSTOMER][NEUTRAL] OK, so my question is, I've never dealt with your insurance before, are you holding the patient responsible or is that to be adjusted because looking at the you'll be a.
[CUSTOMER][NEUTRAL] Couldn't really tell.
[AGENT][NEUTRAL] Well, because we're a secondary policy, we can't determine patient responsibility. We just can simply process the claim according to the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, may I have a reference number when you're ready, please?
[AGENT][NEUTRAL] Uh yes, it's just my name, [PII]. First initial to last name is [PII], and today's date. And is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it I appreciate have a great day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.