AccountId: 011433970860
ContactId: 2b5ad30d-e62b-4cf2-92d9-6d0bb9a4b15c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376420 ms
Total Talk Time (AGENT): 103288 ms
Total Talk Time (CUSTOMER): 139696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2b5ad30d-e62b-4cf2-92d9-6d0bb9a4b15c_20250128T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office, and I would like to check on the payment status today.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with client status. Um, one moment please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Sure, take your time and uh can you spell your name for me?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you, [PII] Could I please get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and the number have an extension of [PII].
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, sure. The policy number will be D as in Delta 437.
[CUSTOMER][NEUTRAL] 22948
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um.
[AGENT][NEUTRAL] Do you have the member's social? I can look them up by the social or either name and date of birth.
[CUSTOMER][NEUTRAL] Um, I do have the patient name and the date of birth with me, so can you please check with that?
[CUSTOMER][NEUTRAL] Because like uh I have uh call to the insurance uh another insurance they uh they were stating that you guys are the primary payer for this.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the last name of the patient, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] The first name is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Uh, please spell the first name again.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK, and please verify his date of birth?
[CUSTOMER][NEUTRAL] Um, sure. The date of birth is [PII].
[AGENT][NEUTRAL] OK, yes, I found him in our system. Um, what's the date of service and bill charges for the claim you're calling about?
[CUSTOMER][NEUTRAL] I'm sure the date of service will be [PII] and the total bed charges will be $267 each.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][NEUTRAL] OK, yes, I found the claim in our system. We received that claim on [PII].
[CUSTOMER][NEUTRAL] All right. Just wait me a quick moment, please. Yup. [PII].
[AGENT][NEUTRAL] Right, it processed and paid out on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim paid out for $75 even.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the check number is
[CUSTOMER][NEUTRAL] $75.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number is 1868218.
[CUSTOMER][NEGATIVE] And we do not have any patient responsibility on this one.
[AGENT][NEUTRAL] No, I'm not showing any.
[CUSTOMER][NEUTRAL] Um, OK, and uh, do you, uh, right, the check number was that. And do you have the claim number with you?
[AGENT][NEUTRAL] Yes, the claim number is 3488.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 773.
[CUSTOMER][NEUTRAL] All right. And can you please do me a favor? Can you please fix the EOB for this?
[AGENT][NEUTRAL] Yes, what's the fax number, please?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Mm, I'm sure the fax number is 509.
[CUSTOMER][NEUTRAL] 769.
[CUSTOMER][NEUTRAL] 5262
[CUSTOMER][NEUTRAL] And fax send should pay attention to [PII].
[AGENT][NEUTRAL] OK, that's attention. [PII] [PII].
[CUSTOMER][POSITIVE] Yeah, right, that's absolutely right.
[AGENT][NEUTRAL] OK, [PII], um, I just sent the fax. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much for assisting me and that will be all for me for this one.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling in. Mhm.
[CUSTOMER][NEUTRAL] And yes.
[CUSTOMER][NEUTRAL] Just provide me the card reference number.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, no problem. [PII], I thank you for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.