AccountId: 011433970860
ContactId: 0f670ea6-fa1e-4247-a9cc-b0b0bde070b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403220 ms
Total Talk Time (AGENT): 152737 ms
Total Talk Time (CUSTOMER): 186937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0f670ea6-fa1e-4247-a9cc-b0b0bde070b4_20250129T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good day. My name is [PII]. Last name initial is [PII] I am calling from Laboratory Corporation of America for training and quality purposes. This line will be recorded, and I am calling about the claiming status we submitted for one of our mutual patients. Can you please help me with this?
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. I'm sorry, uh, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Our callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] The uh policy ID number that I have here is 17792.
[AGENT][NEUTRAL] 17792 um that's not going to be long enough to be one of our policy numbers [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just a moment, let me try to check it here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, can we try this one? The policy number is [PII].
[AGENT][NEUTRAL] OK, yeah, that sounds more like one of ours. Give me just a moment. OK, what was the name and date of birth for the number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that [PII]. Uh, do you have the, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, and the uh billed amount, please?
[CUSTOMER][NEUTRAL] The amount is $183.43.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] So that was [PII] correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, what was the name of the uh provider's office that you're with?
[CUSTOMER][NEUTRAL] Laboratory Corporation of America.
[AGENT][NEUTRAL] OK. Bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, [PII], was the balance after major medical paid was that $83.10?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, so I did find this claim then, um, so looks like we paid a benefit of $34.80.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For this claim.
[AGENT][NEUTRAL] And it looks like that was just simply the most amount that we could pay.
[CUSTOMER][NEUTRAL] Alright, uh, and do you have, mhm, may I have the claim number?
[AGENT][NEUTRAL] Did you need that claim number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of course, that is 352-252-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] By any chance, uh do you have the check number for this payment?
[AGENT][POSITIVE] Absolutely let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, that check number is 2010515.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much. And also may I have the um the day that was it, that was the check was issued?
[AGENT][NEUTRAL] Yes, this check was issued [PII].
[AGENT][NEUTRAL] And I am showing that it did clear [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just a moment and.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] For this one, do you have an explanation of benefits of payment that you can send to us?
[AGENT][NEUTRAL] Absolutely, um, did you have a fax number?
[CUSTOMER][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, that's correct.
[AGENT][NEUTRAL] OK, and what I just put this to your attention?
[CUSTOMER][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] Oh, for that, there's no information regarding who's gonna, mm.
[CUSTOMER][NEUTRAL] Attention when sending the EOB.
[AGENT][NEUTRAL] OK, so I would, I could just put your, your name on the attention.
[CUSTOMER][NEUTRAL] No, um, you can just uh put the.
[CUSTOMER][NEUTRAL] Um, check number as well as the claim number for this one.
[AGENT][NEUTRAL] Oh, the claim number as the attention.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Got it. OK, alrighty, I will get that sent to you. Um, you should receive that here in maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Also, may I ask if is there any patient responsibility?
[AGENT][NEUTRAL] We do not say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, no worries, I will take note of this one and for documentation purposes, can you please spell out your first name, provide your last name initial as well as the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, just to confirm the call reference number for this claim is [PII] A01292025. Is that correct?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII], and I think that would be all I I appreciate you for taking the time to answer my call and help.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Definitely thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Alright have a great day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.