AccountId: 011433970860
ContactId: 1e4693e7-0edc-43b5-9fe0-33e8d5973e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 960000 ms
Total Talk Time (AGENT): 273697 ms
Total Talk Time (CUSTOMER): 227740 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1e4693e7-0edc-43b5-9fe0-33e8d5973e41_20250110T18:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from office to check our claim status.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with claim status today, [PII], and can I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And perfect, the policy number for your patient?
[CUSTOMER][NEUTRAL] Yeah. Policy number is uh
[CUSTOMER][NEUTRAL] 023893887.
[AGENT][POSITIVE] Perfect. Give me 1 2nd.
[AGENT][NEUTRAL] And can you verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So, Madam [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] Perfect. 1 2nd.
[CUSTOMER][NEUTRAL] 17, sorry, it's [PII].
[AGENT][POSITIVE] Perfect thank you so much I appreciate that and.
[AGENT][NEUTRAL] Let me get to that search screen for you real quick.
[AGENT][NEUTRAL] And what is the date of service on the claim we want to look at?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What's the data service for that claim?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] All right, and let me see.
[AGENT][NEUTRAL] The name of the facility on file for that?
[CUSTOMER][NEUTRAL] MUSC physicians.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And could you just confirm for me, please, the tax ID number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] I'm so sorry. So,
[AGENT][NEGATIVE] Unfortunately, it doesn't look like I have your claim on file for that data service.
[CUSTOMER][NEUTRAL] You don't have the claim on file.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I I have is for a different.
[CUSTOMER][NEUTRAL] And another patient with due date.
[AGENT][NEUTRAL] Date of service, yeah, the effective date is, I'm so sorry, let me back up.
[AGENT][NEUTRAL] Their effective date is [PII].
[CUSTOMER][NEUTRAL] OK. On my pay ID.
[AGENT][NEUTRAL] 60801
[CUSTOMER][POSITIVE] Perfect. And may I know the claim mailing address?
[AGENT][NEUTRAL] Yeah, um, the claim mailing address is going to be [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] Shall we move on to the next claim?
[AGENT][POSITIVE] Yeah, absolutely, give me just one moment to finish my notes.
[AGENT][NEUTRAL] All right. And what is that next policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] And could you spell out your name for the documentation purpose?
[AGENT][NEUTRAL] Uh yeah, my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I it's going, uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK perfect and that next policy number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next number ID is gone.
[CUSTOMER][NEUTRAL] It's 015548998.
[AGENT][NEUTRAL] And I'm so sorry, you said 54818?
[CUSTOMER][NEUTRAL] It's 01559, sorry, 01554898.
[AGENT][POSITIVE] 98. OK, perfect. Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right, awesome. Uh, your patient's first name, last name, and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Itspired on [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you so much. And
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Can I have the
[AGENT][NEUTRAL] Data service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the total charge is $91 sorry. It's $339 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And the name of the facility on file?
[CUSTOMER][NEUTRAL] It's the same. It's me as a physicians.
[AGENT][NEUTRAL] And I'm so sorry one more time, the tax ID number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII] is the start of the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, so likewise, I do not have your facility claim on file for this one either.
[CUSTOMER][NEUTRAL] Alright, and the same.
[CUSTOMER][NEUTRAL] Uh, ID, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And for this number, you please uh tell me the effective date?
[AGENT][POSITIVE] Yes, absolutely. Give me 1 2nd.
[AGENT][POSITIVE] And this member was effective from
[AGENT][NEUTRAL] [PII] through [PII] 0 actually I think they're still active.
[AGENT][NEUTRAL] I'm sorry, hold on one second, let me pull that back up.
[CUSTOMER][POSITIVE] Perfect. Uh, [PII] the next one.
[AGENT][NEUTRAL] Yes, the station is still active.
[CUSTOMER][NEUTRAL] Shall I on the next claim?
[AGENT][NEUTRAL] Uh, yeah, give me one moment to finish these notes, please.
[AGENT][POSITIVE] Perfect. And the next policy number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the next number ID is gonna be.
[CUSTOMER][NEUTRAL] 0 1551671.
[AGENT][NEUTRAL] And their first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] Uh, [PII], sorry, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And the date of service?
[CUSTOMER][NEUTRAL] On the data services uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $191 even.
[AGENT][NEUTRAL] All right. It does not look like I have anything on file for 0905-2024.
[CUSTOMER][NEUTRAL] And I know the patient you date?
[AGENT][NEUTRAL] You betcha.
[AGENT][POSITIVE] It looks like she's been effective since [PII].
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm on the next one, the last time.
[AGENT][POSITIVE] Absolutely. Yeah, you betcha. I'm ready when you are.
[CUSTOMER][NEUTRAL] Mhm, yeah, I know.
[AGENT][NEUTRAL] And that policy number?
[CUSTOMER][NEUTRAL] Yeah. The next number is 244.
[CUSTOMER][NEUTRAL] 653 8.
[AGENT][NEUTRAL] All right, wonderful. And can you verify this patient's first and last name and date of birth for me please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The date of birth is on [PII].
[AGENT][NEUTRAL] And you said 2446588. Did I get that policy number right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think something might not be right on that policy number. I don't have your patient listed underneath it. Do you want me to try searching with their name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And would you mind just spelling that for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. Mhm. Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Um, and I probably just misheard you or maybe um there is.
[AGENT][NEUTRAL] On the policy number, it looks really similar, but I have 02446538 instead of 88.
[CUSTOMER][NEUTRAL] For, for the member and it's 02446538, right?
[AGENT][NEUTRAL] Yes, and I just typed 88, so I don't know if I just misheard you or, but I did want to let you know that was the policy number I pulled up and then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, then date of birth is [PII].
[AGENT][NEUTRAL] If you could verify just his.
[AGENT][POSITIVE] Thank you. [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][POSITIVE] Thank you so much for doing that again for me and.
[AGENT][NEUTRAL] [PII], what is the date of service?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] The amount is 1, sorry, it's $425 even.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] And the provider name on file?
[CUSTOMER][NEGATIVE] Is a mess.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Um, do you have an MPI number?
[CUSTOMER][NEUTRAL] Yeah, it's uh 146.
[CUSTOMER][NEUTRAL] 776
[CUSTOMER][NEUTRAL] 6220.
[AGENT][NEUTRAL] OK, so I, I'm so sorry. I feel like I've just given you the same answer, um, but unfortunately, I don't have that facility claim on file either.
[CUSTOMER][NEUTRAL] And may I know the effective date?
[AGENT][POSITIVE] Yeah, let me pull that up for you.
[AGENT][NEUTRAL] I have that they are effective from [PII].
[CUSTOMER][POSITIVE] OK. Uh, but, uh, thanks for the information. Have a great day. Bye. and happy weekend.
[AGENT][POSITIVE] Hey, yeah, my pleasure. Thank you for calling APL you take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.