AccountId: 011433970860
ContactId: ef21495a-a461-4481-995f-57227140aaff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149100 ms
Total Talk Time (AGENT): 43698 ms
Total Talk Time (CUSTOMER): 57975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ef21495a-a461-4481-995f-57227140aaff_20250514T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a provider's office and I just wanted to check on a patient's claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim. Do we have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am showing 01417753 M as in Mary, L as in Larry 8 and then the number 8 sorry.
[AGENT][NEUTRAL] right.
[AGENT][NEUTRAL] All right, and then patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] Data service [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Billed amount is $5,028.05.
[AGENT][NEUTRAL] OK, give me just one second.
[AGENT][NEUTRAL] Do we have an amount due different than that after primary paid by chance?
[CUSTOMER][NEUTRAL] Yeah, so primary paid $1,473.61. Uh, the remaining balance is showing $250.
[CUSTOMER][NEUTRAL] Uh, Blue Cross Blue Shield stated this was the co-pay or co-insurance for this patient.
[AGENT][NEUTRAL] OK, and just to confirm, it was for [PII], right?
[CUSTOMER][NEUTRAL] It is for [PII]. His hold on, I believe the subscriber or since he's a minor, I believe um it might be his mom.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me just double, that's OK. Let me just, I'm gonna double check this.
[CUSTOMER][NEUTRAL] On the coverage I'm not sure.
[AGENT][NEUTRAL] We have one claim for the date of service. I'm just not sure if it's the right one, so I'm just gonna double check here one second.
[CUSTOMER][NEUTRAL] OK