AccountId: 011433970860
ContactId: 0cb10ffe-252c-442d-b7ca-0fdd89f846a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436220 ms
Total Talk Time (AGENT): 128509 ms
Total Talk Time (CUSTOMER): 149572 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0cb10ffe-252c-442d-b7ca-0fdd89f846a7_20250220T19:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is, uh, this is [PII] from provider's office. Check on claim status.
[AGENT][NEUTRAL] OK [PII] I can help you with claim status. Can you please give me your call back number and the office you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, the fax number. Uh, so you want my fax number, right?
[AGENT][NEUTRAL] No, I want your phone number so I can call you back if we're disconnected.
[CUSTOMER][NEUTRAL] X number of facts, ma'am. OK.
[CUSTOMER][NEUTRAL] Uh yeah, sure. My phone number is [PII], yeah, office phone number is [PII].
[AGENT][NEUTRAL] Phone number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the patient and their date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes so
[CUSTOMER][NEUTRAL] Uh name of the member is, first name is [PII] and last name is [PII] And the date of birth is [PII]. And the policy ID is 1275171ML4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look up that policy number.
[CUSTOMER][NEUTRAL] Could you, uh, yeah. Could you please spell out your name? Could you please spell out your name?
[AGENT][POSITIVE] Real quick.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and what is um the data service for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service for this claim is [PII].
[AGENT][NEUTRAL] And the charge amount please.
[CUSTOMER][NEUTRAL] $47 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Just a second. I'll just check over here.
[CUSTOMER][NEUTRAL] Uh, no, the primary has, uh, process the claim has deductible. So the secondary insurance is insurance, so that's the reason we have filled the claim. The deductible amount is $20 even.
[AGENT][NEUTRAL] OK and then what's the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Oh, my facility name is Pertology Association of South Miami.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, sure. Take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII] this is [PII] back with you again.
[AGENT][NEUTRAL] So looking on data service of [PII], I don't find the claim on file. Uh, that policy number that you gave me was a lapsed policy, but they have an active policy, and the active policy number is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 214-425-2 so the claim will need to be submitted on the correct policy number.
[CUSTOMER][NEUTRAL] OK. It's 214-425, correct?
[AGENT][NEUTRAL] No, 214-425-2.
[CUSTOMER][NEUTRAL] 214-4252. Correct? And may I know the policy active date?
[AGENT][POSITIVE] Yes, let me look at that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] still current, correct?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. No worries.
[CUSTOMER][NEUTRAL] OK. And may I know the uh claim mailing address?
[AGENT][NEUTRAL] Yes sir, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] that's in [PII], [PII] and the zip is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, your, your, your voice is not audible. Could you please uh say it once again, your [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. After that?
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh mhm. [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And the date, the zip code is [PII].
[CUSTOMER][NEUTRAL] City
[CUSTOMER][NEUTRAL] OK. I'll repeat. It's [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] No, the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. 0 my bad. [PII]. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK. Just a second. I'll just check over here.
[CUSTOMER][NEUTRAL] OK. Just allow me a moment. I'll just check on it.
[AGENT][NEUTRAL] Yes, that zip code is [PII].
[CUSTOMER][POSITIVE] OK, no worries. Yeah. Can I get call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, no worries. OK, fine. Thank you, [PII]. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] Bye bye. You take care and thanks for calling.