AccountId: 011433970860
ContactId: 053f1e2f-cc9c-46d4-886d-e08cd9dfe24d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405049 ms
Total Talk Time (AGENT): 97387 ms
Total Talk Time (CUSTOMER): 104885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/053f1e2f-cc9c-46d4-886d-e08cd9dfe24d_20250304T22:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Myself [PII]. I'm calling from Nicholas Children's Hospital provider office. I'm looking for claim status. Your name?
[AGENT][NEUTRAL] It's [PII], and your name is?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][NEUTRAL] Uh, spell your name again. I'm sorry, you went a little too fast for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No, your full name, can you spell your first name for me, please? Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Your, your last second.
[AGENT][NEUTRAL] Q as in Quebec.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Policy number is uh
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 2969
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. Extension is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Station name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] date of service charges $3,876.25.
[AGENT][NEUTRAL] OK, and what was the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was the balance after primary?
[CUSTOMER][NEUTRAL] Primary process is 3,87625.
[CUSTOMER][NEUTRAL] $76.25 and patient responsibility applied $1000.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We'll do the APL 1000 patient responsibility.
[AGENT][NEUTRAL] OK, I don't show that the claim is received.
[AGENT][NEUTRAL] Excuse me, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] Yes, can you verify the mailing address the claim was submitted to since I don't show it's been received?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, do you have the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Actually claim generated by electronically.
[AGENT][NEUTRAL] OK, can you verify the payer ID?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Give me 2 seconds.
[AGENT][NEUTRAL] OK, do you have the payer ID number? Can you verify it, please?
[CUSTOMER][NEUTRAL] Yes, I just want to.
[CUSTOMER][NEUTRAL] Yeah, pay ID is uh
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that is the correct payer ID so you can either resubmit to that payer ID or you can mail it or fax the claim.
[CUSTOMER][NEUTRAL] The claim on file, right?
[AGENT][NEGATIVE] Correct, we have not received the claim.
[CUSTOMER][NEUTRAL] OK. Give me mailing address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you and give me a contact number.
[AGENT][NEUTRAL] Uh, we don't give callback numbers or reference numbers, but you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.