AccountId: 011433970860
ContactId: ee0e119b-83f8-4820-8265-5a07bf40c488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177360 ms
Total Talk Time (AGENT): 82494 ms
Total Talk Time (CUSTOMER): 53632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ee0e119b-83f8-4820-8265-5a07bf40c488_20250424T14:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Just I can help with the claim status. What is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02571736.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And what is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] I'm sorry, [PII] what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And how much was the bill amount again, please?
[CUSTOMER][NEUTRAL] The amount is $357.32.
[AGENT][NEUTRAL] Is this for an office visit or?
[CUSTOMER][NEUTRAL] Yes, it is for an office visit.
[AGENT][NEUTRAL] OK, the claim number.
[AGENT][NEUTRAL] It's 356.
[AGENT][NEUTRAL] 953-3.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like a check for $50 was sent out. Just let me see when that was done.
[CUSTOMER][NEUTRAL] And is there any patient responsibility for this one?
[AGENT][NEUTRAL] It would be anything over the uh the amount that $50 that we sent, um, so the check number is 2030174, but the only amount that they will pay on this is that $50. So anything above and beyond that, you may want to talk to the, the insured. We're, we really can't tell you that. I can only tell you that our contractual obligation was met with that, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With that check.
[CUSTOMER][NEUTRAL] Can you confirm me what is the total allowed amount?
[AGENT][NEUTRAL] It's $50.
[CUSTOMER][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] OK, so the rest of the amount will be going under contractual.
[AGENT][NEUTRAL] Well, it's just that it, by our contract, that's the only amount that we will pay. You may have another insurance. I'm not really sure. You would need to check with him.
[CUSTOMER][POSITIVE] OK, got it, thank you so much for that information. Can you provide me the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Could you just spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Got it thank you so much for your assistance and you have a great day.
[AGENT][POSITIVE] OK. Thanks for contacting A.