AccountId: 011433970860
ContactId: 155f75ea-5c97-4d1a-b940-16b1c0e46d58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263440 ms
Total Talk Time (AGENT): 81459 ms
Total Talk Time (CUSTOMER): 96337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/155f75ea-5c97-4d1a-b940-16b1c0e46d58_20250612T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ACL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pros office regarding claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 16995.
[AGENT][NEUTRAL] It's not a policy number. It sounds like a group number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] Let's talk about.
[CUSTOMER][NEUTRAL] Yeah, the policy number is uh hold on. Yeah, it was 021 6.
[CUSTOMER][NEUTRAL] 9085.
[AGENT][NEUTRAL] OK, thank you and moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, it is [PII]. There is no extension.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is uh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, the date of [PII] for the charge amount.
[CUSTOMER][NEUTRAL] hold on. $38,634 even.
[CUSTOMER][NEUTRAL] Yeah, $38,634 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And the balance after the primary?
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 300.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] OK, and you said the date of service [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] HCAFL University Hospital.
[AGENT][NEUTRAL] OK, I show the claim processed as needing primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] 149.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Destiny.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I know which is the primary insurance?
[AGENT][NEUTRAL] You have to contact the patient, but we are needing their primary insurance EOB for this data service.
[CUSTOMER][NEUTRAL] Yes, go ahead with the fax number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. When was this claim received and processed?
[AGENT][NEUTRAL] Claim received [PII], I'm sorry, [PII], processed on [PII].
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Could you spell your name?
[AGENT][NEUTRAL] Sure, it's [PII] [PII]
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Mac?
[CUSTOMER][NEUTRAL] Get it.
[CUSTOMER][POSITIVE] No, that's all I need. Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Uh, could you provide the card reference number, please?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.