AccountId: 011433970860
ContactId: 123865e7-84ed-4ad8-8830-82b4e4426e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240630 ms
Total Talk Time (AGENT): 97896 ms
Total Talk Time (CUSTOMER): 79579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/123865e7-84ed-4ad8-8830-82b4e4426e35_20250106T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good afternoon. This is [PII] calling from Sina Medical Center. I need to get the status of the claim.
[AGENT][NEUTRAL] OK, [PII], that you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02517427
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] [PII] with the total amount of 3,97039 cents.
[CUSTOMER][NEUTRAL] After primary insurance pay 20,120.
[AGENT][NEUTRAL] 39.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so for [PII] we do not have a claim on file for him for that data service.
[CUSTOMER][NEUTRAL] What is your fax number or you have to be.
[AGENT][NEUTRAL] It may be faxed, but you must also include a copy of the primary insurance company's explanation of benefits as well, and the fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And again that's attention claims yes ma'am, you're welcome.
[CUSTOMER][NEUTRAL] Give me a moment because.
[CUSTOMER][NEUTRAL] I sent a.
[CUSTOMER][NEUTRAL] 5s earlier and
[CUSTOMER][NEGATIVE] They didn't went through.
[AGENT][NEUTRAL] OK, the mailing address that it can be sent to?
[CUSTOMER][NEUTRAL] No, not the fax number.
[AGENT][NEUTRAL] That's the, the fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, ma'am. That is the correct fax number.
[CUSTOMER][NEUTRAL] OK, let me, let me go ahead and refax it then. OK, and what would be the reference number for Tesco?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] My name and today's date and then Genesis, do you also have our portal website for once the claim has been processed to check claim status and get the EOB?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] At what the [PII]? OK, alright, well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Not at the moment, thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm. Bye-bye. Thank you.