AccountId: 011433970860
ContactId: 12c5ae38-6a8d-427d-9783-52fb804ef995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354440 ms
Total Talk Time (AGENT): 101964 ms
Total Talk Time (CUSTOMER): 91762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/12c5ae38-6a8d-427d-9783-52fb804ef995_20250505T17:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from the product side. How are you doing today?
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] I am doing good [PII] how are you doing today sir?
[CUSTOMER][POSITIVE] Yeah, I'm doing great.
[AGENT][POSITIVE] Awesome. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah. Patient's name is [PII] and date of birth is [PII]. And the member ID is
[CUSTOMER][NEUTRAL] 02150688.
[AGENT][NEUTRAL] OK, and then may I please get the date of service?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] OK, and then what is the charge amount, sir?
[CUSTOMER][NEUTRAL] Yeah, it's $663.20.
[AGENT][NEUTRAL] OK, and then can you please give me the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, you're saying you're not primary for this claim, or?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, we're, we're secondary.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Your secondary.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] May I know who's the primary and the data service?
[AGENT][NEUTRAL] Uh, I don't have that information.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Um, could you please give me a moment?
[AGENT][NEUTRAL] I can still look the claim up for you with with this number um and see if I can find it for you. What is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Just give me a moment and uh um our facility name is UC Health Greeley Hospital.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Greely, OK, I'm gonna look up this claim for you, [PII]. I'm gonna put you on a quick hold while I do that, and I'll be right back with you, sir.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you.
[AGENT][NEUTRAL] So on the day of service of [PII], I do not find a claim on file from this [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But if you want to submit claim resubmit it, you can along with the explanation of it from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And may I know who's the primary for greater sir?
[AGENT][NEUTRAL] Would you like the um
[AGENT][NEUTRAL] Let me see if I can figure that out real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][POSITIVE] Yeah, got it.
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Yeah. And thank you for your story. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're very welcome you too, [PII] bye bye you have a great week. Thanks for calling APL.