AccountId: 011433970860
ContactId: e5cbc1e7-ef6a-460a-aa38-e01ae93ed5c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262160 ms
Total Talk Time (AGENT): 93669 ms
Total Talk Time (CUSTOMER): 100681 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/e5cbc1e7-ef6a-460a-aa38-e01ae93ed5c0_20250327T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, I was calling regarding, uh, just some claims questions please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII]. The phone number is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], are you calling for yourself or are you calling from a facility?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, and what's the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] It's Fitness Quest Punta Gorda LLC.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, sure, the policy number is going to be 024332161.
[CUSTOMER][NEUTRAL] Um, and the patient's name and date of birth is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 243, I'm sorry, 024332161?
[CUSTOMER][NEUTRAL] Um, that's what I'm showing. Give me one second. Let me, I think this happened last time I called. Give me, uh, one moment, I'm trying to pull up the actual card itself.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] It just has one too many digits I believe.
[AGENT][NEUTRAL] Let's try it without the one on the end.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's not it.
[AGENT][NEUTRAL] Are you still there? OK. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, it looks like the one, yes, uh, the one in the second to last one, so it's uh [PII].
[AGENT][NEUTRAL] OK, so we're gonna drop that 1 after the 2.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, OK, we've got her all right, and you and you said that you had um claims questions do you have claim numbers?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you searching?
[CUSTOMER][NEUTRAL] Um, I can give you the date of service.
[AGENT][NEUTRAL] OK, I'll just pull up the claim for the first time. What's the date of service for Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the first one I have is, uh, [PII] for a billed amount of $272. Um, I'm looking, I had a previous representative, um.
[CUSTOMER][NEUTRAL] Send me the EOBs for these claims, and it looks like her benefits were maxed for the year, um, but it's just unclear on the EOB if this is the patient's responsibility or not.
[AGENT][NEUTRAL] We, we never give patient responsibility because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK, so, but we can, we can build the, the patient. That's what you're saying?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, that's determined by the provider if you guys want to build the patient for the rest or not.
[CUSTOMER][NEUTRAL] OK, perfect. All right. Well, that is all I needed to know. Um, if I could just have a reference number, please, for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. And there's nothing else I can help you with today before we go?
[CUSTOMER][POSITIVE] Uh, nope, that was it. Thank you.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.