AccountId: 011433970860
ContactId: 0b3f1f0a-8780-441e-b227-8081282d193c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397399 ms
Total Talk Time (AGENT): 94937 ms
Total Talk Time (CUSTOMER): 147367 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0b3f1f0a-8780-441e-b227-8081282d193c_20250220T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to claim status. Could you please spell your name for documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, [PII], what is your callback number, sir?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII]. It's a direct line. There is no extension.
[AGENT][NEUTRAL] Thank you, sir, and I can help you with claim status. Can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII]. The patient member ID is 1275591. The date of service is [PII]. Bill amount is $162 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, for this one, that there is only one insurance store. You're the primary in the system I'm showing you. It's $162 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's MUSC Community physician.
[CUSTOMER][NEUTRAL] put.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I pull up this policy or this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking at the policy for data service of [PII], I do not find a claim on file in the amount that you have given.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, OK. I do have one more question. So, can I get the patient affect date and date for this one?
[AGENT][POSITIVE] Yes, let me look at it for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] phone.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK, thank you. Can we go next one?
[AGENT][NEUTRAL] Yes, what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The member ID is going to be 2037527.
[CUSTOMER][NEUTRAL] Look, I
[AGENT][NEUTRAL] OK, let me pull up that policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and then what is the data service?
[CUSTOMER][NEUTRAL] How the data services.
[CUSTOMER][NEUTRAL] [PII] with the charge amount of $277 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's $35.40.
[AGENT][POSITIVE] Thank you and what is the name of the facility please?
[CUSTOMER][NEUTRAL] It's MUSC Community physician.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold again, um, [PII], while I look up this claim, I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] told my dad I.
[AGENT][NEUTRAL] So looking on data service for for [PII] um [PII] I do not find a claim on file.
[CUSTOMER][NEUTRAL] Yeah, yes. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, thank you. Yeah, uh, can I get the call number?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thanks for assisting. Have a nice day. Bye.
[AGENT][POSITIVE] You too, [PII]. You have a good one. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK