AccountId: 011433970860
ContactId: ef5503d9-4fcb-4e79-b021-24e683752fe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225850 ms
Total Talk Time (AGENT): 84756 ms
Total Talk Time (CUSTOMER): 72942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ef5503d9-4fcb-4e79-b021-24e683752fe5_20250410T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Cass Regional Medical Center. Um, I have an EOB here that I'm needing further verification on for patient responsibility and if there's any adjustment, um, because it, it really doesn't say on here, it just says the amount that was paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I can help you with your claim on EOB. uh can you please give me your callback number, Ms. [PII], just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, this is for [PII], last name [PII] Date of birth [PII] and we have a policy number 02586404.
[AGENT][NEUTRAL] OK, let me look her policy up real quick.
[AGENT][NEUTRAL] OK, and you said that you've already received the EOB. Can you please give me the claim number that's on the EOB?
[CUSTOMER][NEUTRAL] Yes, that is 357-715-6.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Hm, OK, so I have it pulled up here. Let me see what the remarks say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we have to remarks on it, um.
[AGENT][NEUTRAL] With this check, the maximum benefit payable for this data service was met?
[AGENT][NEUTRAL] Um, so the check exhausted the benefits for that data service and then the vein puncture is not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we don't give patient responsibility. We let the provider determine.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, um, were there any adjustments made or was it just the payment and then we go from there?
[AGENT][NEUTRAL] Right. You just go from there. It's a payment and then you go from there.
[AGENT][NEUTRAL] We don't do adjustments either.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] OK, alright, um, I will get that noted and I think then all I would need now is a call reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, you can use my name, [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] All right thanks.
[CUSTOMER][POSITIVE] No, that was all I needed thank you so much for your help.
[AGENT][POSITIVE] OK. Well, you're very welcome. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.