AccountId: 011433970860
ContactId: 085fad20-2631-46b9-b73e-b8ff7a7e4fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304040 ms
Total Talk Time (AGENT): 88244 ms
Total Talk Time (CUSTOMER): 79021 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/085fad20-2631-46b9-b73e-b8ff7a7e4fac_20250307T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from the office of UrgentMed in regards to a payment that we still have not received.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the claim. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] and my [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And it's 01.
[AGENT][NEUTRAL] OK, and then, uh-huh.
[CUSTOMER][NEUTRAL] [PII]. Is it B or 8? [PII]?
[AGENT][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] OK. Let me look up that policy real quick, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the charge amount.
[CUSTOMER][NEUTRAL] $125.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Oh, the balance is $30.
[AGENT][NEUTRAL] $30. OK, alright, I'm gonna put you on a brief hold while I look up that claim, Miss [PII] and I will be right.
[CUSTOMER][POSITIVE] OK perfect thanks. You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. So I looked up the claim. The claim number is 343-9793.
[AGENT][NEUTRAL] And the claim was paid but it was not paid to the facility.
[CUSTOMER][NEGATIVE] It was not paid to us?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello. So who was it paid to the member?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I'll just build a member then.
[CUSTOMER][NEUTRAL] Can you give me that uh will you be able to give me the check information that you sent to the members in case he questions me?
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] No, I can't give out that's personal information.
[CUSTOMER][NEUTRAL] OK, no problem. And when was that paid to the patient?
[AGENT][NEUTRAL] It's Private.
[AGENT][NEUTRAL] Let me look for you.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] The claim was paid on [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. We appreciate you calling Miss [PII]. Can I help you with anything else before we go?
[CUSTOMER][POSITIVE] No, that was all for today. Thank you so much.
[AGENT][POSITIVE] Alright bye bye you have a good weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.