AccountId: 011433970860
ContactId: 13a6ad0b-2281-434d-b3f9-f5b1f6d11319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392329 ms
Total Talk Time (AGENT): 118879 ms
Total Talk Time (CUSTOMER): 81674 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/13a6ad0b-2281-434d-b3f9-f5b1f6d11319_20250415T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], OK, hey [PII], this is [PII], and I have a question about a claim please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the claim. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name of the patient, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And what did you ask what else did you ask for?
[AGENT][NEUTRAL] Her policy number please?
[CUSTOMER][NEUTRAL] It's 02137682.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I've got it pulled up. What is the day the service for [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Through [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, and what is the charge amount please?
[CUSTOMER][NEUTRAL] $2,763.25.
[AGENT][NEUTRAL] OK, and then can you give me the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, $425.57.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEGATIVE] And Mad Health.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I pull up this claim and I will be right back with you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 420.
[AGENT][NEUTRAL] 11952.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, Ms. [PII] for holding for me. So looking on data service of [PII], I do not find a claim on file for the amount that you have given me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, did she have coverage?
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] During 2024.
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Yes, ma'am. Um, the effective date of her policy is [PII], and the policy is still current and active.
[CUSTOMER][NEUTRAL] Still current, OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We still, we have [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes ma'am, um, we also have a payer ID number if you would like that so you can send it electronically and we also have a fax number if you'd like to send it that way you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, that'd be great. What's that fax number?
[AGENT][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, I will get that sent in. I appreciate your help.
[AGENT][POSITIVE] OK. It's no problem at all, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, well, you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.