AccountId: 011433970860
ContactId: 19339dbe-f804-453c-8e2a-c685bbaa0b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 641049 ms
Total Talk Time (AGENT): 173840 ms
Total Talk Time (CUSTOMER): 150375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/19339dbe-f804-453c-8e2a-c685bbaa0b7d_20250203T15:17_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], you're calling from our desk office to check on claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Can I please get your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Before we proceed, I'll let you know this call will be recorded for internal quality and training purpose. And the callback number is [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what's the patient?
[AGENT][NEUTRAL] Number please.
[CUSTOMER][NEUTRAL] Station member ID is 02465662 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you and this is the data service.
[CUSTOMER][NEGATIVE] Yes, your voice is breaking. Could you please check your headset once again, your voice is not audible, clearly.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] [PII] and bill amount is $1,049 even. 1049.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] There is the remaining balance is $60.
[AGENT][NEUTRAL] OK, and the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Vital MD Group Holding LLC.
[AGENT][NEUTRAL] OK, Ms. Er, I'm gonna put you on hold. I'm going to look up this name for you and I'll be.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I searched for the claim for data service [PII], and there is no claim on file.
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please provide me pay ID?
[AGENT][NEUTRAL] Yes, payer ID is 60801.
[CUSTOMER][NEUTRAL] And could you please provide the mailing, uh, verify the mailing address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII] and that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And could you please provide me the meaning and uh effective date of the policy?
[AGENT][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] The policy was issued and then lapsed on [PII].
[CUSTOMER][NEUTRAL] It means insurance is not active on the date of service, correct?
[AGENT][NEUTRAL] Correct. Um, let me look though because she has another policy that is active. I'm gonna put you on hold and search the active policy.
[AGENT][NEUTRAL] Which is a different policy number?
[CUSTOMER][NEUTRAL] OK, sir, could you please provide me the, OK, sir, could you please provide me the last date once again.
[AGENT][NEUTRAL] Do what ma'am?
[CUSTOMER][NEUTRAL] And date of the policy.
[AGENT][NEUTRAL] The ending date was also [PII].
[CUSTOMER][NEUTRAL] That means the insurance is active only for one day.
[AGENT][NEUTRAL] Correct, but I just told you there is an active policy with a different policy number, so let me check that one for you and see if maybe the claim is on that policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me give you the active policy number that is still um in effect. The effective date is [PII].
[AGENT][NEUTRAL] And it's still active but there is no claim on file.
[CUSTOMER][NEUTRAL] Could you please found member ID of other insurance?
[AGENT][NEUTRAL] Yes, it's 2203102.
[CUSTOMER][NEUTRAL] Could you please repeat again?
[AGENT][NEUTRAL] It is 220-3102.
[CUSTOMER][NEUTRAL] Could you please provide me the insurance name?
[AGENT][NEUTRAL] I'm sorry, what did you say, please?
[CUSTOMER][NEUTRAL] Could you please provide me the insurance name. Now, you're providing me, just to name the ID. So could you please provide me the insurance name?
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, OK, got it for this member ID insurance is not active on data service, but for this one is insurance is active, correct? So I need to bill the claim on this member ID.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And, and on the same address, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, got it. OK, I have one more, uh, I have one more data service for the same patient. So could you please help me with that also?
[AGENT][NEUTRAL] Uh, yes, ma'am. What is that data of service?
[CUSTOMER][NEUTRAL] [PII] and the amount is $292 even.
[AGENT][NEUTRAL] [PII] for $292.
[CUSTOMER][NEUTRAL] Yes. 30, [PII], [PII].
[AGENT][NEUTRAL] OK. And then
[AGENT][NEUTRAL] [PII], OK, and then what is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] Um, there is the remaining balance is $60.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look that up. I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, this is [PII] back with you again. So it's the same situation. There is not a claim on file for that date of service.
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please provide me call reference number and your name?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Mm, OK. Thank you so much. You are very helpful. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too you have a good week thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yes.