AccountId: 011433970860
ContactId: fa7b734b-cb96-4002-bc0f-a9ef26165c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289709 ms
Total Talk Time (AGENT): 110499 ms
Total Talk Time (CUSTOMER): 76915 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fa7b734b-cb96-4002-bc0f-a9ef26165c65_20250327T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling with AMed Health, and I need to check status of a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02137770.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $1,764.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So there are 2 claims. I'm just going through them. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's Anbed Health, A N M E D.
[AGENT][NEUTRAL] Is there any other total bill that it can be, or it's only 1,764?
[CUSTOMER][NEUTRAL] Um, the total charges are 1,764. Um, primary left the patient responsibility to be $270.15.
[AGENT][NEUTRAL] OK, hold on one moment, it's 260.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so we have two claims from and Med, both from that data service. One is for $110 the other is for $265. Uh, so I, I'm kind of in between both. Um, what's the procedure code on the one you're looking for?
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the one that I have is for.
[CUSTOMER][NEUTRAL] Um, there's three lines, the 94726, 94,060 and 94729.
[AGENT][NEUTRAL] OK, here we go. OK, I got it. Hold on one second.
[AGENT][NEUTRAL] Alright, so we received the claim on [PII]?
[AGENT][NEUTRAL] And that claim number is 346.
[AGENT][NEUTRAL] 4321.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider, um, a total of $40.63.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need the check information or anything?
[CUSTOMER][NEUTRAL] Just gonna look.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] All right, so it was a single check?
[AGENT][NEUTRAL] Check number is 185.
[AGENT][NEUTRAL] 5720.
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me see if we can find this.
[CUSTOMER][NEUTRAL] Payment, um.
[CUSTOMER][NEUTRAL] OK, I think that's all that I need. Is there a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Alright, thank you very much, [PII].
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.