AccountId: 011433970860
ContactId: 0c35bb57-095d-4b3d-988a-ba6a77a9bf9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323440 ms
Total Talk Time (AGENT): 82865 ms
Total Talk Time (CUSTOMER): 64734 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/0c35bb57-095d-4b3d-988a-ba6a77a9bf9b_20250211T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII] calling from provider's office to check on the claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you, [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is, it's.
[CUSTOMER][NEUTRAL] It's 01685749.
[AGENT][POSITIVE] Thank you, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] It's for [PII] for the build amount $548 even.
[AGENT][NEUTRAL] OK, can you give me that build out $538 you said?
[CUSTOMER][NEUTRAL] Uh, no, it's $548 even.
[AGENT][NEUTRAL] OK thank you then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh yeah, let me check that. It's $46.19.
[AGENT][NEUTRAL] OK, and what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yeah, the facility name is it's.
[CUSTOMER][NEUTRAL] MUSC Health Black River Medical Center.
[AGENT][NEUTRAL] OK, I'm going to put you on a brief hold while I look this claim up for you and I'll be right back, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Just one quick question, you said that that um data service was [PII]?
[CUSTOMER][POSITIVE] That's right, yes.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold again. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding [PII]. I do not find a claim on file for that data service for the amount that you have given.
[CUSTOMER][NEUTRAL] Oh, OK, got it. Can you please provide me the payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Can I get the timely filing limit to submit the claim?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] I got it. Thank you so much for assisting. Have a great day. Take care. Bye bye.
[AGENT][POSITIVE] You have a good day too and thank you for calling APL bye bye.