AccountId: 011433970860
ContactId: 1698f0b6-ed9b-4219-b3a3-c4c5fab5cf9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1050859 ms
Total Talk Time (AGENT): 243404 ms
Total Talk Time (CUSTOMER): 407199 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/1698f0b6-ed9b-4219-b3a3-c4c5fab5cf9a_20250312T16:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[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 check on the claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status, [PII]. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure. [PII]. And may I know your last name initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] In [PII]'s date of birth, [PII]. Sorry, [PII], yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] That's.
[AGENT][NEUTRAL] OK, and then what is uh the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service for [PII], build amount 175.
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can you give me the patient's policy?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] It's 023468887.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] Uh, no, no payment was made by primary actually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, alright and what is the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mla Regional Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim for you, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so may I know the pay ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Effective date?
[AGENT][NEUTRAL] The effective date of the policy is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK, and the call reference for this number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Please let him come.
[CUSTOMER][NEUTRAL] Actually uh.
[CUSTOMER][NEUTRAL] for the next number. I know different number.
[AGENT][NEUTRAL] Is this for the same member?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] What is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] That's the last week the week Wednesday Monday Tuesday.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] OK. So you need my number ID, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] 02269799.
[AGENT][NEUTRAL] OK, and what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If you.
[AGENT][NEUTRAL] OK, I'm gonna need to go ahead and transfer you now on over to IMA so that you can get claim status for this member. Um, let me give you that phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK, before that, uh, yeah. 11 moment, one moment.
[CUSTOMER][NEUTRAL] I have a few more claims. Could you check it and finally you can transfer the call. Is that OK?
[AGENT][NEUTRAL] OK, um, let me write down this claim number. OK, what is the next member's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I turned one stop.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Let me put my note in this one first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well then
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, what is the next member's name?
[CUSTOMER][NEUTRAL] OK, the next number, it's 801-802-609.
[CUSTOMER][NEUTRAL] Member's name is [PII].
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so it's on the same facility?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what is the next member's name and date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Uh, Iagram travel code is member ID 12141988.
[AGENT][NEUTRAL] OK, and the date of birth please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK and that's not one of our policy numbers either.
[CUSTOMER][NEUTRAL] Actually this is the, oh OK, the first one you gave me, right? It's with that number.
[AGENT][NEUTRAL] 12141988 is the policy number.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] 12141988 yes.
[AGENT][NEUTRAL] Yes, that's not our policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, 0234.
[CUSTOMER][NEUTRAL] 68887.
[AGENT][NEUTRAL] OK, let me look that one up.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII], bill amount 391.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the name of the facility?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mlo Region Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this one for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] OK, thank you for holding for me. So looking on uh Data serve of [PII] in the amount of $391 there is not a claim on file.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK. The next number ID is going to be uh 01802609.
[AGENT][NEUTRAL] That's um the same one that you gave me earlier. What is the name of the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is the data service?
[CUSTOMER][NEUTRAL] Uh, [PII] the amount $62 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid the part?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] $24.36.
[AGENT][NEUTRAL] OK, and the name of the facility, please?
[CUSTOMER][NEUTRAL] It's Micro Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding [PII] looking on data service of [PII]. I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK, so may I know the date of this member?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The member's effective date is [PII].
[AGENT][NEUTRAL] And the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the pay rate is going to be the same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So can we move for the next date of service for the same member?
[AGENT][NEUTRAL] OK, what is that day the service?
[CUSTOMER][NEUTRAL] [PII] bill amount $62 even.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and what's the charge amount after the primary?
[CUSTOMER][NEUTRAL] One second, let me check on that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] It's $24.73.
[AGENT][NEUTRAL] And same facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, brief hold I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Looking on data service of [PII], there is not a claim on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and could you transfer the call for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm gonna go ahead and transfer you now. It'll be a brief hold while I transfer you on over, it's gonna be, let me pull up that policy again, so I can make sure I get the number right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, it's gonna be a quick hold. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to