AccountId: 011433970860
ContactId: dcb572d0-66a9-40e1-bde7-f457f6ffd7b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358720 ms
Total Talk Time (AGENT): 80436 ms
Total Talk Time (CUSTOMER): 124338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dcb572d0-66a9-40e1-bde7-f457f6ffd7b5_20250616T19:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. This is [PII] calling for the provider's office to check any additional information about the claim that has been denied. Uh, please note this call will be monitored and recorded for quality and training purposes. How are you doing today, [PII]?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] Yes, I'm doing good. Thanks for asking.
[AGENT][NEUTRAL] OK, and you said [PII]? Is that your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And do you have a good callback number, [PII], and I can help you with claim status.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 02312717 M as in Mike L as in Lima 87.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's name in my end, it's uh [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] D of service and bill charges or do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah. Yeah, you the date of service in my end it's um.
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $258.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was the bill charges?
[CUSTOMER][NEUTRAL] Give me one moment, I'll provide you.
[CUSTOMER][NEUTRAL] $258.04.
[AGENT][NEUTRAL] Uh, we received the claim on 4-2825, processed on the same day. We made a payment of $10.07.
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] May I know the claim number, please?
[AGENT][NEUTRAL] 3594802.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 4802, 3594802, right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] The paid amount is uh
[AGENT][NEUTRAL] $10.
[CUSTOMER][NEUTRAL] $10 even, right?
[AGENT][NEUTRAL] $1.07.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Could you please verify the patient account number?
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] Patient account number. Do you have the patient account number?
[AGENT][NEUTRAL] Yes, hold on.
[CUSTOMER][NEUTRAL] Or else control number.
[CUSTOMER][NEUTRAL] Sharply.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Ma I. Hello? May I know the allowed amount?
[AGENT][NEUTRAL] It's it's not an allowed amount with it's not a PPO or HMO plan, it's just a secondary policy.
[AGENT][NEUTRAL] We just pay according to what.
[CUSTOMER][NEUTRAL] OK. There is no allow it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thank you. May I know the mode of payment?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] 2041309.
[CUSTOMER][NEUTRAL] 30413
[AGENT][NEUTRAL] 204.
[CUSTOMER][NEUTRAL] 09, right?
[AGENT][NEUTRAL] No. 204-1309.
[CUSTOMER][NEUTRAL] 1309. OK.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Did you need any other information?
[CUSTOMER][NEUTRAL] OK, thank you. And also, will you please uh uh when was it paid on?
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] 428 2025. Cleared on?
[AGENT][NEUTRAL] 55 2025.
[CUSTOMER][NEUTRAL] OK, on my birthday, [PII].
[CUSTOMER][NEUTRAL] [PII] OK. And also, will you be able to send a copy of your attention to patient account number, [PII]?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] 866
[CUSTOMER][NEUTRAL] 8254869.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] And attention to patient account number, OK?
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you. Thanks for assisting me. Have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.