AccountId: 011433970860
ContactId: 11911f25-38c6-4790-a6d4-cb79aa769cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478720 ms
Total Talk Time (AGENT): 154715 ms
Total Talk Time (CUSTOMER): 100666 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/11911f25-38c6-4790-a6d4-cb79aa769cee_20250217T21:16_UTC.wav
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[AGENT][POSITIVE] Good Afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from the provider office to check on the claims.
[AGENT][POSITIVE] Alright [PII], it'd be my pleasure to assist you with that claims this afternoon. What is a good call back number?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII] claim.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 023893887
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service please?
[CUSTOMER][NEUTRAL] Yeah, the date of service for this it's gonna be [PII] for $106 even.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] Yeah, the first name it's gonna be.
[CUSTOMER][NEUTRAL] Medical University of Hospital Authority.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking on that claim status. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright [PII], I'm showing that we did receive that claim.
[AGENT][NEUTRAL] On [PII]
[CUSTOMER][NEUTRAL] No, I just need a copy of your be able to send that.
[AGENT][NEUTRAL] Now we do have our provider portal where you have 24/7 access to claim status.
[AGENT][NEUTRAL] EOBs and claim submission, do you have an online account?
[CUSTOMER][NEUTRAL] No, we don't have that, so that only we are requesting the copy of you.
[AGENT][NEUTRAL] I can assist you with that setting up an account so you have that access.
[CUSTOMER][NEUTRAL] We don't have the taxes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Is your claim number 3529945?
[CUSTOMER][NEUTRAL] Yeah. 3529945.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you [PII] one moment.
[AGENT][POSITIVE] It'll take me just a few minutes to get this ready for you and then I'll go ahead and send it and get that fax number and send it so bear with me.
[CUSTOMER][POSITIVE] Yeah. Yeah, no issues. Take your time.
[AGENT][NEUTRAL] Oh, and [PII], can I put this to your attention?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before that, Kurish name.
[AGENT][NEUTRAL] Sure. My name is [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII] with an attention chart.
[AGENT][NEUTRAL] And just to verify that fax number I'm sending this to.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 854
[CUSTOMER][NEUTRAL] 94535 with an attention.
[CUSTOMER][NEUTRAL] Did you got it?
[AGENT][POSITIVE] I did just getting it prepared for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alright [PII], that EOB is on the way for you. If y'all can get access to that portal, you'll have instant access to EOBs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But that
[CUSTOMER][NEUTRAL] Yeah, OK, good. How much does it take to receive?
[AGENT][NEUTRAL] Well, I just sent it so it just depends on how long it takes to get from me to you, but it is on the way.
[CUSTOMER][NEUTRAL] OK. Could you give a call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date and I, I think I spelled my name didn't I?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah, I don't one more member with the same this scenario so the next one.
[AGENT][NEUTRAL] Yes, sir, give me just one second.
[CUSTOMER][NEGATIVE] Uh nauseous.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], I'm ready. Do you have the claim number or policy number?
[CUSTOMER][NEUTRAL] The claim number for that, it's gonna be
[CUSTOMER][NEUTRAL] Just a moment. 352-877-71.
[AGENT][NEUTRAL] What is that patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is Madam [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Same build amount?
[CUSTOMER][NEUTRAL] Yeah, $106.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just need this one faxed as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Same same fax number correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking my computer a moment, bear with me.
[AGENT][POSITIVE] I'll get you taken care of. All right, thank you.
[CUSTOMER][POSITIVE] Yeah, I know issues, no issue.
[CUSTOMER][NEUTRAL] Yeah, no, it's not. Take your time.
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] All right, that one is on the way for you as well. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's it. Thank you for giving this answer. Uh, with the same reference number, it's a different one. Yeah, your name is a reference number. Thank you for giving this info. Yeah.
[AGENT][POSITIVE] Same reference number. That's right.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.