AccountId: 011433970860
ContactId: 1262f498-f360-4d10-940f-103302fa4c53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552919 ms
Total Talk Time (AGENT): 108141 ms
Total Talk Time (CUSTOMER): 138879 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1262f498-f360-4d10-940f-103302fa4c53_20250326T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to know about the claim status.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you very much. And then what is the uh patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth, it's uh [PII]. And the member ID of this number, it is.
[CUSTOMER][NEUTRAL] 021-91870.
[AGENT][NEUTRAL] OK, let me look up that policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. The date of service, it is [PII] for the total bill amount of $106 even.
[AGENT][NEUTRAL] OK, and you said [PII]. Is it the [PII] or the [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] F
[AGENT][NEUTRAL] [PII]. OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the, after the primary insurance pay, the balance is $356.22 22 cents.
[AGENT][NEUTRAL] Thank you. And can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. Um, the name of the facility is Prisma Health, Richland Park.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I've got the claim pulled up. The claim number is 33973.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, just give me one minute. 339-73.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] May I know when the claim was received? Is this processed and paid?
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Uh, the claim was the remark on the claim.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Is that all the all payable benefits were applied to the policy deductible.
[CUSTOMER][NEUTRAL] May I know the reason why?
[CUSTOMER][NEUTRAL] Uh, that, uh, uh, initially, the second will be uh processed as deductible where the policy could not be deductible could not be completed by primary. And also, is there any deductible pending from your end, uh from the patient for you?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] As a second repair.
[AGENT][NEUTRAL] No, all I see is, and I can only say how the claim was processed and it was all payable benefits were applied to the policy deductible.
[CUSTOMER][NEUTRAL] Uh, could you just provide, uh, is it possible to send the UB through fax to me?
[AGENT][NEUTRAL] Yes, ma'am. What is your fax number?
[CUSTOMER][NEUTRAL] Sure. Uh, the fax number, it is [PII] and could be the attention to.
[CUSTOMER][NEUTRAL] My name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm gonna put you on a brief hold while I get that EOB right over to you. I'll be right back.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Sure. Thank you. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII], for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. Can you provide me the call reference number for this? And could you spell your name for me?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thanks, sorry. Uh, call reference number?
[AGENT][NEUTRAL] It is my name and today's date.
[CUSTOMER][POSITIVE] Thanks for the call. Have a great day.
[AGENT][POSITIVE] You too. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, thanks for the call. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank