AccountId: 011433970860
ContactId: d855021e-bffc-473b-b760-2e41d6a768bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252550 ms
Total Talk Time (AGENT): 55683 ms
Total Talk Time (CUSTOMER): 90648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d855021e-bffc-473b-b760-2e41d6a768bd_20250424T20:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Pa office for looking claim status.
[AGENT][NEUTRAL] Hey, I mean, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes. Uh, policy number is, uh, just on a second. Just a moment. Uh.
[CUSTOMER][NEUTRAL] Yeah, it is 021-798-37.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service is [PII] and the charges amount is $5,134 even.
[AGENT][NEUTRAL] OK, looks like we received that on 2-13-25.
[AGENT][NEUTRAL] Uh, that was also processed on the same day, 2-13-25.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Outpatient benefit for the calendar year has been met dollar amount.
[CUSTOMER][NEUTRAL] Uh, what is, uh, what is the met amount?
[AGENT][NEUTRAL] Uh, it is.
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] 2500. It is already made.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, that means B is a patient responsibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. This is a secondary plan.
[CUSTOMER][NEUTRAL] Yeah. Uh, you are secondary.
[AGENT][NEUTRAL] Yes, so I can't tell you patient responsibility. I just tell you how the claim process.
[CUSTOMER][NEUTRAL] Just just
[CUSTOMER][NEUTRAL] OK. Uh, what is the, uh, I'm sorry, what is the claim number?
[AGENT][NEUTRAL] Claim number is 3563479.
[CUSTOMER][NEUTRAL] 3563479
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, uh, also, could you confirm that, uh, this dollar amount, uh, 2500 is a yearly allowable and, uh, monthly.
[AGENT][NEUTRAL] Yearly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you provide me your bill on fax, please?
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] Um, my fax number is.
[CUSTOMER][NEUTRAL] 513
[CUSTOMER][NEUTRAL] 9641391.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] OK. And I'm sorry that uh that time I, I, I, I did not catch your name. Could you confirm your name, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Uh, please, uh, provide me a reference number for this call.
[AGENT][NEUTRAL] It's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL as well. Bye-bye.