AccountId: 011433970860
ContactId: 02e64348-1106-49c4-abb2-d8ec6bb81635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286940 ms
Total Talk Time (AGENT): 86436 ms
Total Talk Time (CUSTOMER): 91688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/02e64348-1106-49c4-abb2-d8ec6bb81635_20250407T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] with OCH Regional Medical Center, and I am doing a follow up on a claim that was submitted last year in August.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just need to confirm a payment and if there's a deductible applied to her.
[AGENT][NEUTRAL] OK, let's take a look. I'm happy to check on the claim. What is the patient's uh policy number?
[CUSTOMER][NEUTRAL] 982-068
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], do you have a
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh, go ahead. The patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] And then what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and then with the billed out?
[CUSTOMER][NEUTRAL] Um, $660 was the total bill amount.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Looks like $161.57.
[CUSTOMER][NEUTRAL] Will supplied to her deductible deductible for her from her primary so that's what I'm looking for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From you all.
[AGENT][NEUTRAL] Let me pull this claim really quick. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] Um, shoot, 2238 OK.
[AGENT][NEUTRAL] Alright, so I don't show any claims on file for that bill amount and date of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we did have one. I did pull it though. It's not that, it's not the total charge, uh, for the 660 or even 16, 157, so it doesn't look like we have anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what's the timely filing?
[AGENT][NEUTRAL] No timely filing um on this for the member's secondary insurance, so it can still be filed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I, can it be faxed in?
[AGENT][POSITIVE] Yes, ma'am, and I can give you that fax number if you need it.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you just need the uh primary EOB and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on, [PII]?
[CUSTOMER][NEUTRAL] Um, that will be, uh, what do you have a call reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials and today's date. My name is [PII], which is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, and today's date, thank you so much for your assistance today. Enjoy the rest of your day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK.