AccountId: 011433970860
ContactId: fb1d2be0-3991-4966-80f5-734516a6f012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581460 ms
Total Talk Time (AGENT): 153451 ms
Total Talk Time (CUSTOMER): 225519 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fb1d2be0-3991-4966-80f5-734516a6f012_20250522T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the office to check on the claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] repeat
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you so much, and the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2284023.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can I have you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] sir.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the date of service or claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] August what?
[CUSTOMER][NEUTRAL] And the total charge amount of 290. [PII], 85 2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the total bill amount was 290?
[CUSTOMER][NEUTRAL] $296.
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, I'm talking about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the claim number is 35.
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] 844
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we received this.
[CUSTOMER][NEUTRAL] The claim number is 35.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10844, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What was the status?
[AGENT][NEUTRAL] Looks like we received this claim on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And it looks like this was paid.
[CUSTOMER][NEUTRAL] Hello. OK, when was the claim paid?
[AGENT][NEGATIVE] Yes, it was pain.
[CUSTOMER][NEUTRAL] OK. When was it paid?
[AGENT][NEUTRAL] It was paid on that day.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. What a salad amount?
[AGENT][NEUTRAL] Uh, we paid $55.
[CUSTOMER][NEUTRAL] Uh, what, what is the allowed amount?
[AGENT][NEUTRAL] It just shows that we paid it for $55.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Don't you have the allowed amount?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] It's, this would be what they're allotted after this payment.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] OK. The $55 is the same allowed and paid, right?
[AGENT][NEUTRAL] Right, that's what was paid.
[CUSTOMER][NEUTRAL] OK. May I know is there any patient responsibility?
[AGENT][NEUTRAL] We, we don't determines patient responsibility.
[CUSTOMER][NEUTRAL] Any copay Cos insurance?
[AGENT][NEUTRAL] This is the co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How much amount the coinsurance were made?
[AGENT][NEUTRAL] The $55.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is the co-insurance.
[CUSTOMER][NEUTRAL] The $55.
[CUSTOMER][NEUTRAL] OK. This policy, coinsurance of $55 right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It was passed to us coinsurance, right?
[AGENT][NEUTRAL] Yes, because this is secondary gap insurance. So this is paid after major medical paid.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] OK. May I know whether the payment was made through check or EFT?
[AGENT][NEUTRAL] It was through a check?
[CUSTOMER][NEUTRAL] OK, the check number.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 924.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Whether it was a single or bulk payment?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] It looks like we paid $55. The check is outstanding. It was issued on [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] And it was mailed.
[CUSTOMER][NEUTRAL] It is card bulk payment.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] It, it is still car bulk payment.
[AGENT][POSITIVE] Yes, we did send this check out we send it by mail and it's now outstanding.
[CUSTOMER][NEUTRAL] If we did.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] I was asking whether the payment was made as bulk or single check.
[AGENT][NEUTRAL] But just one check.
[CUSTOMER][NEUTRAL] Single or bulk?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a copy of your with your fax?
[AGENT][NEUTRAL] You need our fax number?
[CUSTOMER][NEUTRAL] Yes, the fax number is [PII].
[CUSTOMER][NEUTRAL] And attention to myself.
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And attention to myself, [PII].
[AGENT][NEUTRAL] OK. And what did you need me to fax over?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What, what would you like me to fax you?
[CUSTOMER][NEUTRAL] How much long it takes?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For the check to be issued, the check was issued, uh, in September.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. When will, when will I receive the bill?
[AGENT][NEUTRAL] Oh, you need the EOB?
[CUSTOMER][NEUTRAL] How much time it will take?
[AGENT][NEUTRAL] Um, give it about an hour.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'll send it after this call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me a second?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you spell out your name for accommodation purpose?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] Could you spell out your name for the accommodation purpose?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Last initial, [PII].
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial and today's date.
[CUSTOMER][POSITIVE] OK, thanks, [PII]. Thanks for your assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you so much for calling APL [PII] have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] have a great day.