AccountId: 011433970860
ContactId: d313f53a-3d80-4e22-83d1-b129a7562e79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518440 ms
Total Talk Time (AGENT): 132823 ms
Total Talk Time (CUSTOMER): 94124 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d313f53a-3d80-4e22-83d1-b129a7562e79_20250428T13:08_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII] The last name initial is [PII]. Can you spell out your name, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK. Thank you, sir. Uh, I'm calling from Saint Mary's Medical Center regarding the claim status, medical claim status for the patient. Can you help me with that?
[AGENT][NEUTRAL] Yeah, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. My extension will be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 02217258 M Mike Lima 7.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the name is uh [PII] and the birth date is [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII], and the total charge is $7,1667 even.
[AGENT][NEUTRAL] OK. So that's [PII], the amount of $7,167. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you, one moment, let me see if I can find this claim. And for the future, you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull this ERP. One moment.
[AGENT][NEUTRAL] OK, I'm waiting on the system. Do you mind holding for me?
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, we did process the claim. I did find the claim. Um, it was received on let's see what date, bear with me.
[AGENT][NEUTRAL] them
[AGENT][NEUTRAL] OK, so it was received on [PII] and processed on [PII].
[AGENT][NEUTRAL] And it looks like all payable benefit was supplied towards the calendar year deductible.
[CUSTOMER][NEUTRAL] OK. Uh, may I have the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3567044.
[CUSTOMER][NEUTRAL] So, uh, what is the allowed amount and pay, uh, I mean, the deductible amount?
[AGENT][NEUTRAL] Mm OK. The um the policy in general, let me check and see how much is the deposit.
[AGENT][NEUTRAL] This policy has a $500 deductible for ER visits of $500 per visit. So, um, there was a $200 that was allowed by the major medical, those $200 was applied towards the deductible.
[CUSTOMER][NEUTRAL] OK. Uh, I want for this claim, $200 that is applied to the deductible, correct. Uh, so, uh, so, can you, uh, can you send this UOB to us if I provide you the secure, secure fax number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, go ahead.
[CUSTOMER][NEUTRAL] Uh, the fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII]. To what attention?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Uh S Y E D.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm trying to send it right now as we speak, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it should be there in a few minutes. Is there anything else I'm gonna help you with today, Mr. Say?
[CUSTOMER][NEUTRAL] Uh, that's all I need to know. Thank you very much, sir. Please provide me the call now.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you, Mr. So. Thanks for the help. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You as well. Thank you for calling ATM. Bye-bye, Mr.