AccountId: 011433970860
ContactId: edc0fdf9-418b-4e8f-b694-89d5668404f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419940 ms
Total Talk Time (AGENT): 105568 ms
Total Talk Time (CUSTOMER): 82394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/edc0fdf9-418b-4e8f-b694-89d5668404f3_20250131T15:17_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider office. It's All Saint Home Medical, and I want to know the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and can I get your name again please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. OK, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] [PII] Ser this and uh is [PII] and the build.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02049543.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] The date of services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the charge amount?
[CUSTOMER][NEUTRAL] The charge amount is $369.
[CUSTOMER][NEUTRAL] Allow me a second.
[CUSTOMER][NEUTRAL] It's 369 dollars.25 cents.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, this is the primary insurance charge.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] And that's primary insurance uh remaining balance is 27 dollars.27.
[CUSTOMER][NEUTRAL] 7 to 8. It's dollars.78 cents.
[AGENT][NEUTRAL] 27
[AGENT][NEUTRAL] OK, thank you sir and then um what is the name of the facility calling for?
[CUSTOMER][NEUTRAL] It's all sent home medical.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and chance while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me [PII] I do have the claim for you. The claim number is 353-9132.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim was paid $7.69.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] After that $7.69 it maxed out the benefits for the year.
[AGENT][NEUTRAL] The check number is 2017616, and the check has been cleared.
[CUSTOMER][NEUTRAL] OK, can you please provide the total allowed amount you pay for the calendar year?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Your voice is not audible.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] The allowed amount for the year is $4500.
[CUSTOMER][NEUTRAL] Yeah, what is the total?
[CUSTOMER][NEUTRAL] $4500.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And after the 769 was it it.
[CUSTOMER][NEUTRAL] longest.
[AGENT][POSITIVE] Maxed out the benefit.
[CUSTOMER][NEUTRAL] OK. Thank you. Can you give me the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.