AccountId: 011433970860
ContactId: 01a07a7f-b42a-4383-94b4-d8d983d69111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512609 ms
Total Talk Time (AGENT): 115344 ms
Total Talk Time (CUSTOMER): 103754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/01a07a7f-b42a-4383-94b4-d8d983d69111_20250127T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office for claim status. How are you doing today?
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can you please give me your callback number just in case our call is connected.
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], it's a direct line.
[AGENT][POSITIVE] Thank you ma'am, and what is the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 015710349 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, you said the policy number is 015710349?
[AGENT][NEUTRAL] M L
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's too many digits, um, let me see if I can.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] That policy number has too many numbers in it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is the number I have for my one second.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] Could you please check with this?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] No, you can please check.
[CUSTOMER][NEUTRAL] The policy number is 01570349.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][POSITIVE] OK, I, I have it pulled up. That was a good number, the 2nd 1 you gave me.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] Sure. Before that, may I know your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You ask the date of surgery, sorry, date of service?
[AGENT][NEUTRAL] The date, yes, date of service.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what is the charge amount?
[CUSTOMER][NEUTRAL] $11,483 even.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] The primary paid amount?
[AGENT][NEUTRAL] No, the
[AGENT][NEUTRAL] The charges after primary paid their part.
[CUSTOMER][NEUTRAL] No, the primary didn't pay any amount.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] There's a Florida Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold Ms [PII]. I'm gonna look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. I do have the claim pulled up. Um, the claim number is 352-289-8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was
[AGENT][NEUTRAL] The claim was you need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. Thank you for that. But we already send the primary OB through your fax.
[CUSTOMER][NEUTRAL] On [PII], 4 days back.
[AGENT][NEUTRAL] OK, I'm not showing that we have received it.
[CUSTOMER][NEUTRAL] OK, we have to send it again.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. You need the primary, you'll be with character claim, am I right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Could you please confirm your fax number once?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. Do you have any timely filing limit for that?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. You have a good day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.