AccountId: 011433970860
ContactId: 074cdbce-2225-439f-829d-931a493a53b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316989 ms
Total Talk Time (AGENT): 100643 ms
Total Talk Time (CUSTOMER): 68897 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/074cdbce-2225-439f-829d-931a493a53b5_20250321T17:30_UTC.wav
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[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Thank you for calling ETL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, hi, my name is [PII] calling fromor's office, uh, to get the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 02521747.
[CUSTOMER][NEUTRAL] And the patient's name is [PII], I mean sorry, [PII], uh [PII].
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $267 even.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, there's no after the, uh, primary insurance. You're the
[CUSTOMER][NEUTRAL] Primary for this one.
[AGENT][NEUTRAL] OK, and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] MUSC Medical University Hospital Authority.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's uh [PII]
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] Sorry, was just breaking.
[AGENT][NEUTRAL] OK, uh, you spell my name [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You're welcome. I'm gonna put you on a brief hold while I look up this claim for you, [PII], and I'll be right back.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I've got um the insured pulled up and looking on data service of [PII]. I do not find a claim on file for the amount that was given.
[CUSTOMER][NEUTRAL] OK, no problem. Can you please provide me the patient is eligible for the date of service?
[AGENT][NEUTRAL] Yes, the effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK. Um, let me document that.
[CUSTOMER][NEUTRAL] OK, what's the mailing address for this one?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, what's the time refunding limit for this one?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Submission claim submission.
[CUSTOMER][NEUTRAL] Yeah, how much is the time the funding limit for claim submission?
[AGENT][NEGATIVE] No timely filing.
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the
[CUSTOMER][POSITIVE] Uh, be ready for this one.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] What's the call reference number for this one?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Thank you so much for your assistance. It's nice talking to you. Have a wonderful great day for you. Bye-bye right now.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day too, and thanks for calling APL. Bye-bye, sir.