AccountId: 011433970860
ContactId: dc3e664a-d4a0-4c4f-a5c5-18fe2714f354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440140 ms
Total Talk Time (AGENT): 150118 ms
Total Talk Time (CUSTOMER): 150444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/dc3e664a-d4a0-4c4f-a5c5-18fe2714f354_20250605T16:27_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] Claim status.
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII] direct line. Your name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Repeat.
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, I have your callback number. You had said something else.
[CUSTOMER][NEUTRAL] Your name.
[AGENT][NEUTRAL] OK. Did you get the name?
[CUSTOMER][NEUTRAL] Name, name.
[AGENT][NEUTRAL] OK. Did you get my name? I, I gave you my name. Did you get it? OK, so the name is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] With the last initial of [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. May I please have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] It is 02300709 ML 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much [PII] for verifying the policy. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Uh, do you want that information or I have a claim also, so you want the claim number?
[AGENT][NEUTRAL] OK if you have the claim number you're more than welcome to give me that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3589469
[CUSTOMER][NEUTRAL] And I have a specific question on that.
[AGENT][NEUTRAL] 3589469. OK, I have that claim pulled up. How may I assist you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. So, the previous information and notes, like the claim has been
[CUSTOMER][NEUTRAL] The claim was
[CUSTOMER][NEUTRAL] Requested for primary EUB. So we just submitted the primary UB and it was submitted on [PII]. So what is the status of like it is still under processing or what?
[AGENT][NEUTRAL] OK, so this claim has already been paid.
[AGENT][NEUTRAL] So the claim number that you gave me.
[CUSTOMER][NEUTRAL] wait.
[AGENT][NEUTRAL] That claim number that you gave me, it did not as a duplicate.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so what is the paid amount?
[AGENT][NEUTRAL] OK, so it shows that we did make a payment, let me pull all that information up for you.
[CUSTOMER][NEUTRAL] OK. So the claim number that I provided you is now paid, right?
[AGENT][NEUTRAL] No, that claim denied as a duplicate, so there is a new claim number and then it shows that it was paid so I'm getting that information for you.
[CUSTOMER][NEUTRAL] OK, OK. Provide me.
[AGENT][NEUTRAL] So it does show for that data service of 520, which is that claim for that claim number, it is 52024, is that correct?
[CUSTOMER][NEUTRAL] Starting with the claim number.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] For the date of service is at [PII] or 24.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Wait, let me just check. 5:20.
[CUSTOMER][NEUTRAL] Wait, wait, wait.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Data Services 52024. Correct.
[AGENT][NEUTRAL] OK. So it does show that we did receive that claim in on [PII].
[AGENT][NEUTRAL] In which that claim number is 359.
[AGENT][NEUTRAL] 6806.
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the amount that was paid out.
[CUSTOMER][NEUTRAL] OK. So the claim.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, sorry. So the claim was received on [PII] and processed on [PII] with the claim number 3596806, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what is the paid amount?
[AGENT][NEUTRAL] The paid amount is $334.80.
[CUSTOMER][NEUTRAL] OK, is there any patient responsibility?
[AGENT][NEUTRAL] Let me look at this EOB.
[AGENT][NEUTRAL] Cause it looks like that is the, the amount that was requested. Let me check that for you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] So for the EOB is showing that the amount of 33,480 was the amount that you were requesting for payment.
[CUSTOMER][NEUTRAL] OK. No worries. What is the check number?
[AGENT][NEUTRAL] The check number is 204.
[AGENT][NEUTRAL] 2583.
[CUSTOMER][NEUTRAL] OK, and when it was issued?
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK. Is there any bulk amount or single check?
[AGENT][NEUTRAL] It's a single chick.
[CUSTOMER][NEUTRAL] OK, can you just provide me the copy of EU via fax.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] 513.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] My name? [PII].
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, sir?
[CUSTOMER][POSITIVE] No, no, thank you so much for the information. Have a nice day. Bye-bye.