AccountId: 011433970860
ContactId: 2a5cdeb2-b035-4955-bc45-611d30ff90bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496970 ms
Total Talk Time (AGENT): 121599 ms
Total Talk Time (CUSTOMER): 70911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2a5cdeb2-b035-4955-bc45-611d30ff90bd_20250327T18:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Could you help me with the claim status?
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's home medical systems.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's going to be 1275041.
[AGENT][NEUTRAL] OK, one moment, let me pull that information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah. Patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data Services [PII] with a bill amount of $867.10.
[AGENT][NEUTRAL] OK. Let me see if I can find this claim and that was [PII], correct?
[CUSTOMER][POSITIVE] You're, you're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK bear with me, let me pull this here.
[CUSTOMER][NEUTRAL] Meanwhile, could you spell your name, please?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm waiting on the system, OK?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is for DME?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received the claim [PII], processed [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let's see, looks like we did send the payment. Let me see how much was it for. OK, the payment amount was $194.16. There is one charge that was not paid because we do not cover disposable supply, so the 87038 is not covered under the plan.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Could you help me to check number?
[AGENT][NEUTRAL] Yes, that is 2019808.
[CUSTOMER][NEUTRAL] OK, got it. Uh.
[CUSTOMER][NEUTRAL] Could you help me the pay date too?
[AGENT][NEUTRAL] It's the same as the process date, [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so could you help me with the call reference, please, that's all for today.
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK. So, uh, I do have a more appeal. Uh, could you send me the fax of the EUB payment UB?
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The fax number is going to be [PII].
[CUSTOMER][NEUTRAL] 275-579-2.
[AGENT][NEUTRAL] [PII] to your attention, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, right. Yeah.
[AGENT][NEUTRAL] OK. Do you, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling. You're welcome. Have a good day, Mr. [PII]. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much for helping me.
[CUSTOMER][NEUTRAL] Have