AccountId: 011433970860
ContactId: 03c764fa-8e3c-42bc-953f-045eb03d0981
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401339 ms
Total Talk Time (AGENT): 115471 ms
Total Talk Time (CUSTOMER): 108130 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/03c764fa-8e3c-42bc-953f-045eb03d0981_20250324T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, sir. Uh, my name is [PII]. I'm calling from Palmetto Lake Surgical Center regarding claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. Thanks for asking. I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have that when you're ready, please?
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 5547.
[AGENT][NEUTRAL] Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the build out?
[CUSTOMER][NEUTRAL] By $15,624 999 cents.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yes, uh, uh, you're talking about the balance amount which needs to pay the secondary.
[AGENT][POSITIVE] Correct. Yeah, the yeah, correct.
[CUSTOMER][NEUTRAL] Yeah. OK. OK. 8 $843.
[AGENT][NEUTRAL] We don't have any claims on file.
[CUSTOMER][NEUTRAL] Can you please spell your name?
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] So, one moment.
[AGENT][NEUTRAL] We don't have any claims on file for that bill amount or data service.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, one second, let me check.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] not that sounds like.
[CUSTOMER][NEUTRAL] Mm mm mm mm mm mm mm.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] So you do not have claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So may I know the payer ID and the address where we can send the claim?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] Claims mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] spell it for me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], spell it for me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Then?
[CUSTOMER][NEUTRAL] No, no. [PII], [PII]. Then after, what is?
[AGENT][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] OK, right, stands for.
[AGENT][NEUTRAL] And then OK for [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK. ZIP code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. OK. So, can you please provide me the patient is active with you on the the service?
[AGENT][NEUTRAL] Yes, the effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] And the member ID is correct, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 256-5547.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, there is no claim on file. OK, mm.
[CUSTOMER][NEUTRAL] May I know the reference number for our call?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. The last initial to my name is [PII]. Today's date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is it.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK [PII], thank you so much for your assistance bye.
[AGENT][POSITIVE] You're, you're welcome. Have a good day.