AccountId: 011433970860
ContactId: 01f949e3-4a5c-4f9f-b433-20a95588303a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254929 ms
Total Talk Time (AGENT): 112157 ms
Total Talk Time (CUSTOMER): 102908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/01f949e3-4a5c-4f9f-b433-20a95588303a_20250219T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] My Name is [PII]. I'm calling from provider's office to check on claim status. Sorry, I didn't get your name.
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] So, give me a second. The policy number is
[CUSTOMER][NEUTRAL] 02566464.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And see Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, date of service is uh [PII] and the total bill amount is $3,093.08.
[AGENT][NEUTRAL] And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yeah, the balance is $530.15 530.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] Uh, let's see, and you're calling from or the name of the provider's office?
[CUSTOMER][NEUTRAL] Uh yes, it's Hillcrest Hospital Prior.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. [PII].
[AGENT][NEUTRAL] And Ms. [PII], I show this claim processed on [PII] as needing the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. And what would be the mailing address to submit the primary UB?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Uh, it's [PII], right? Can you please repeat it? I'm really sorry. Mhm.
[AGENT][NEUTRAL] No, ma'am. 2
[AGENT][NEUTRAL] No, you're fine. It's [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], Oklahoma.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, got it. And uh could you please help me with the
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's 352-025-1.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 025. OK, and call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you might use my name on today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. That's all for today.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.