AccountId: 011433970860
ContactId: 07860963-e7f0-4496-8f62-dccd14bc3e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373359 ms
Total Talk Time (AGENT): 64892 ms
Total Talk Time (CUSTOMER): 77962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/07860963-e7f0-4496-8f62-dccd14bc3e0f_20250404T17:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from Miami Beach Anesthesiology, and I'm calling to get the status of a claim for one of our patients.
[AGENT][NEUTRAL] OK. Do you have a callback number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yes, the number I have is 01887382.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service was it for?
[CUSTOMER][NEUTRAL] Yes, date of service is [PII].
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Was it an anesthesia charge, a facility bill, or doctor's charge?
[CUSTOMER][NEUTRAL] Yeah, it's an uh anesthesia charge, yes. It was $1400.
[AGENT][NEUTRAL] OK, we did pay that claim. We paid $217.35.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Miami Beach anesthesiologist.
[CUSTOMER][NEUTRAL] Yes, OK, it looks like because one line was paid when you received the EOB, um, the primary EOB, did you receive it for both lines or was it just the one line that you received it for?
[AGENT][NEUTRAL] It looks like we only received it for that one line. Let me pull the claim up and look again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize, my system's moving slow.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Hold on one moment, it's not letting me pull the claim up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm sorry about that. It finally came up. We only received it for QK.
[CUSTOMER][POSITIVE] OK, so I'll refax it with both lines because it should have been with both of them. OK, no problem, I will get that over to you guys. Thank you so much for your help today.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.