AccountId: 011433970860
ContactId: 1eb3e08a-92cc-4dfc-a893-c0f340247fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205699 ms
Total Talk Time (AGENT): 101382 ms
Total Talk Time (CUSTOMER): 55155 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/1eb3e08a-92cc-4dfc-a893-c0f340247fa9_20250522T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm [PII] and I'm calling from the pathology group calling to check the status of a claim on a patient if I can please.
[AGENT][NEUTRAL] Yes, ma'am. I can verify claim status for you and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01822342.
[AGENT][POSITIVE] Thank you so much. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And give me a moment. What was that date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] for $376.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] $14.56.
[AGENT][POSITIVE] Thank you, give me.
[AGENT][NEUTRAL] And while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII]. And you said the date of service is [PII] of this year, or I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, give me one moment because the policy I'm showing you gave me, it turned on [PII]. Uh, they do have a current policy and let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, do not show we received that claim. Um, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, the mailing address was.
[CUSTOMER][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] That is correct, yes, ma'am. Uh, if you like, I can give you that correct policy number and also the fax number.
[CUSTOMER][NEUTRAL] OK, what's that policy number if you will, please?
[AGENT][NEUTRAL] Yes, ma'am. It's 246-288-1.
[AGENT][NEUTRAL] Affective rate of these. Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] OK, and then there's not a.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Alright, I'll get that payment. What's the fax number?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. I'll get this claim refiled back out.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You have a
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.