AccountId: 011433970860
ContactId: 2270b3f8-74e5-4a2c-8333-1104718e8746
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382489 ms
Total Talk Time (AGENT): 124328 ms
Total Talk Time (CUSTOMER): 115627 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/2270b3f8-74e5-4a2c-8333-1104718e8746_20250521T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling for the provider's office regarding claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] Sure, callback number [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. OK, thank you very much, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes. Patient name [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] Member ID 1451419.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got Miss [PII] pulled up. Can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. Date of service, [PII]. Total charges $3,316 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, no, this is the only insurance for this patient.
[AGENT][NEUTRAL] OK, uh, can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Christa Saint Francis Cat Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII] for a while I look up this claim and I will be right back, ma'am.
[CUSTOMER][POSITIVE] Yes, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have the claim information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3576178.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim has been denied because we need the EOB from the primary insurance carrier.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK. Actually, sorry for that. He, I can see the primary insurance which is BPOs of Losiana, and they did pay the claim. We missed to attach the primary EOP. Sorry for that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, when did you receive this claim?
[AGENT][NEUTRAL] We received the claim on, let me tell you.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How can we submit the primary OP?
[AGENT][NEUTRAL] Uh, you can, uh, submit it through electronically with our payer ID. I give you that.
[CUSTOMER][NEUTRAL] Oh, is there any other option?
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] You can mail it in if you'd like to mail it.
[AGENT][NEUTRAL] Or you can fax it.
[CUSTOMER][NEUTRAL] Mhm. Yeah. Can I get the mailing address? OK.
[AGENT][NEUTRAL] Yes, that's [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, could you please repeat the ZIP code?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK, fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention to?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there any time refiing limit?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all for today. Would you mind spell your name for me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] Like for payment on the.
[CUSTOMER][NEUTRAL] Your last name initial.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Can I get the reference number for this call, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. Thank you so much for your wonderful assistance. Have a great day. Take care.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a wonderful day also and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.