AccountId: 011433970860
ContactId: d8ba5b99-ffe3-4523-b3cf-d8b0fc095ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501019 ms
Total Talk Time (AGENT): 157981 ms
Total Talk Time (CUSTOMER): 113890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d8ba5b99-ffe3-4523-b3cf-d8b0fc095ca5_20250624T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on a claim status.
[AGENT][NEUTRAL] May I please have the policy number and a callback number?
[CUSTOMER][NEUTRAL] Policy number is 0251.
[CUSTOMER][NEUTRAL] 0864 and callback number will be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth will be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and the total bill charge?
[CUSTOMER][NEUTRAL] Data service will be
[CUSTOMER][NEUTRAL] [PII] and bill amount will be
[CUSTOMER][NEUTRAL] $1720 even.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal, that is [PII] and that is for data service of $42525 total bill $1720.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 361.
[AGENT][NEUTRAL] 3214.
[AGENT][NEUTRAL] It does show that the claim processed and it made a payment in the amount of $472.06. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK. Allow me a moment. And you, you told that received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And could you, could you provide the claim number, please?
[AGENT][NEUTRAL] As I previously stated, it is 361.
[AGENT][NEUTRAL] 321 4.
[CUSTOMER][NEUTRAL] OK. May I know the allowed amount?
[AGENT][NEUTRAL] You're needing the payment amount again?
[CUSTOMER][NEUTRAL] Yes, I want to know about the payment details.
[AGENT][NEUTRAL] OK, this would be my last time repeating it because I've already stated that.
[AGENT][NEUTRAL] The amount was $472.06.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the paid amount, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the mode of payment, please?
[AGENT][NEUTRAL] Via check.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Check
[CUSTOMER][NEUTRAL] Check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, could you provide the check number?
[AGENT][NEUTRAL] The check number is 2050194.
[CUSTOMER][NEUTRAL] OK. May I know the issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is there any patients responsibility?
[AGENT][NEUTRAL] That's the provider's discretion, we paid the amount that was applied to either the deductible, coinsurance, or the co-pay.
[CUSTOMER][NEUTRAL] Sorry, I didn't understand you. Could you please repeat it once again?
[AGENT][NEUTRAL] As I stated, we paid the amount that was applied to the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Allow me a moment, I'm checking my system.
[CUSTOMER][NEUTRAL] I'm just searching the details in my system. It is taking some time. Allow me a moment.
[CUSTOMER][NEUTRAL] And may I know the
[CUSTOMER][NEUTRAL] The check is a single.
[CUSTOMER][NEUTRAL] Single check or val check.
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And could you fax us any yogurt, please?
[AGENT][NEUTRAL] And EOB was issued out on the [PII] and today is just the [PII].
[CUSTOMER][NEUTRAL] Sorry, I didn't understand you. Could you please repeat it once again?
[AGENT][NEUTRAL] An EOB was issued out on the [PII], and today is just [PII].
[CUSTOMER][NEUTRAL] OK, it was already issued, right?
[AGENT][NEUTRAL] Yes, it was issued out with the check, which was just done just Monday of last week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you provide the call reference?
[AGENT][NEUTRAL] The call reference will be my first name [PII].
[AGENT][NEUTRAL] Spelled [PII] last [PII] [PII] and today's date. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK. Is there any possibility to fax access to UB?
[AGENT][NEUTRAL] May I have a fax number, please?
[CUSTOMER][NEUTRAL] [PII]. Attention will be [PII].
[AGENT][NEUTRAL] And that's [PII]
[CUSTOMER][POSITIVE] I it's correct.
[AGENT][POSITIVE] OK. I will get that request submitted over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] May I know the turn on time for the EOB?
[AGENT][NEUTRAL] It can take up to 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And thanks for assisting me. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.