AccountId: 011433970860
ContactId: 032263ff-4aa8-4fa1-bcbe-2bf22a7e48f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570179 ms
Total Talk Time (AGENT): 92508 ms
Total Talk Time (CUSTOMER): 131680 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/032263ff-4aa8-4fa1-bcbe-2bf22a7e48f9_20250219T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Hanger Prosthetics and Orthotics to check on a claim status. And may I know your name?
[AGENT][NEUTRAL] Yes, my name is [PII], it's [PII]
[AGENT][NEUTRAL] And can you please spell your name and the name of the facility that you are calling from?
[CUSTOMER][NEUTRAL] Yeah. Uh hanger prosthetics and Orthotics INC and my name is [PII]
[AGENT][NEUTRAL] Uh thank you [PII] and what is your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number which is going to be [PII].
[AGENT][NEUTRAL] Thank you and can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Member's first name is [PII], last name is [PII], and the ID number is [PII] in [PII] Lima, number 8.
[AGENT][NEUTRAL] OK and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah. [PII]'s date of birth with just one moment, [PII].
[AGENT][NEUTRAL] OK, and we're going to be checking claim status, is that correct?
[CUSTOMER][POSITIVE] Exactly, that is right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, can I please get the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, sure. So the uh data servers, one moment.
[CUSTOMER][NEUTRAL] [PII] B the amount is $4,582 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after Mary Insurance pay their part?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, sure. One moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Could be 2200.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you make and back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[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. So I did claim the claim, the claim number is 3,383,430.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, sir. Uh, yes, I do have the same information in my file uh for today my call regarding is going to be, could you send, uh, send the copy of EOB to my fax number because I didn't receive any EOB.
[AGENT][NEUTRAL] Yes, I can do that. What is your fax number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I get that EOB to you. I'll be right back.
[CUSTOMER][NEUTRAL] Yes, sure, sure. Uh-huh.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] All right, thank you very much. Uh, can I get the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. Uh, thank you. Bye-bye. And the initial is?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you, bye bye, take care.
[AGENT][POSITIVE] You too, [PII], you have a good day and thanks for calling APL bye bye.