AccountId: 011433970860
ContactId: 0940d392-0987-4194-9d24-0bdbb1f7136c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287790 ms
Total Talk Time (AGENT): 90501 ms
Total Talk Time (CUSTOMER): 76576 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0940d392-0987-4194-9d24-0bdbb1f7136c_20250325T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling with AMed Health, and I need to check the status of a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], [PII] and 02456473.
[AGENT][NEUTRAL] OK, it's Miss [PII]. OK.
[AGENT][NEUTRAL] And then let me pull up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] And then can you give me the charge amount?
[CUSTOMER][NEUTRAL] Um, it is for.
[CUSTOMER][NEUTRAL] $5,298.65.
[AGENT][NEUTRAL] Thank you. And what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, $1500 yeah, let me start over $1,059.73.
[AGENT][POSITIVE] OK, thank you so much. All right, I'm gonna put you on a brief hold, Miss [PII], while I look up that claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 5298.
[AGENT][NEUTRAL] 1,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking on data service of [PII] for [PII], I do not find a claim on file for the amounts that you have given.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, let's see.
[CUSTOMER][NEUTRAL] And that address is [PII].
[AGENT][NEUTRAL] Yes ma'am, and we also have a fax line if you would like that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if if you wanted to do electronically we have a payer ID number too.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you would like that number.
[CUSTOMER][NEUTRAL] All right, and what is that?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the phone faded out 6001.
[AGENT][POSITIVE] Oh sorry, 60801. Sorry about that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, that's OK. OK. All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.