AccountId: 011433970860
ContactId: ce8832f8-86e8-47ad-8386-550a8a0cf53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211460 ms
Total Talk Time (AGENT): 63644 ms
Total Talk Time (CUSTOMER): 82166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ce8832f8-86e8-47ad-8386-550a8a0cf53f_20250520T15:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to um get some cream set for one of our patients.
[AGENT][NEUTRAL] OK, um, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII] and [PII], what is the um correct spelling of your name?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] And can I have the initial, the first initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I can help you with that claim status. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, 02569870.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Day of service is [PII]. The original bill amount is $139.
[AGENT][POSITIVE] OK, thank you. Let me get that pulled up.
[AGENT][NEUTRAL] OK, looks like we received that claim on 4-23-25.
[AGENT][NEUTRAL] And process for same day and let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the benefit maximum payable for the date of service was met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a claim number?
[AGENT][NEUTRAL] Yes, claim number 3593156.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a way for you to send me that EOB remit?
[AGENT][NEUTRAL] Uh, sure. What's your effects?
[CUSTOMER][NEUTRAL] 803
[CUSTOMER][NEUTRAL] 93583992 and can you please fax it to my attention?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So the balance of the 139 will be patients responsibility.
[AGENT][NEUTRAL] Um, this is a supplemental policy, so we can't instruct on patient responsibility.
[CUSTOMER][NEUTRAL] OK, because they have no other insurance here.
[AGENT][NEUTRAL] Um, I can fax over the explanation. Um, is, did you say there was another claim that you'd like?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or was that it?
[CUSTOMER][NEUTRAL] Uh, no, that's actually, that's it, that's it, yeah.
[AGENT][NEUTRAL] OK. I'll get that EOB sent over. Um, just give me about 2 minutes, OK?
[CUSTOMER][NEUTRAL] OK, thank you [PII]. Now is there a call reference number?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I have um and have a good rest of your day OK?
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.