AccountId: 011433970860
ContactId: fd57d54d-f53e-47f2-94cf-38f375a5c959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205339 ms
Total Talk Time (AGENT): 95809 ms
Total Talk Time (CUSTOMER): 57207 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/fd57d54d-f53e-47f2-94cf-38f375a5c959_20250311T15:50_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]. This is [PII]. I'm calling for claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim status for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 025378883.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um his name is [PII]. Last name is [PII] Date of birth is for [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, data, oh, OK.
[AGENT][NEUTRAL] No, go ahead, data service.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the build out.
[CUSTOMER][NEUTRAL] $220.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you so much. So it looks like we did receive a claim for this state of service on [PII]. There was a benefit payment sent in the amount of $75.
[CUSTOMER][NEUTRAL] What's the benefit payment?
[AGENT][NEUTRAL] There was a payment towards the claim of $75 for the $220. That was the maximum payment for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $75. OK, the claim pay $75. If this patient has a responsibility?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're not able to advise on the patient responsibility that would be up to the facility or provider.
[CUSTOMER][NEUTRAL] OK, is it, can I get a copy of the EOB?
[AGENT][POSITIVE] Yeah, absolutely. Do you have a fax number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Just to confirm [PII], that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I'm sending that now. It should be there in about 5 minutes. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, this, can I have a claim number and a process date?
[AGENT][NEUTRAL] Absolutely, claim number is gonna be 35.
[AGENT][NEUTRAL] 66031.
[AGENT][NEUTRAL] And the process date was on [PII].
[CUSTOMER][NEUTRAL] OK, you see it will take about 5 minutes to receive a copy of the EOB?
[AGENT][POSITIVE] Mhm, absolutely, it's on its way.
[CUSTOMER][NEUTRAL] OK, may I have a call reference number?
[AGENT][NEUTRAL] Yeah, call references my name with my last initial and then today's date. My name again is [PII], which is [PII] My last initial is [PII] like [PII], and today is [PII].
[CUSTOMER][POSITIVE] you have a you have a blessed day.
[AGENT][NEUTRAL] You too bye bye.