AccountId: 011433970860
ContactId: 2be5ba80-c1f4-47cc-b03b-04bec75725b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600000 ms
Total Talk Time (AGENT): 150040 ms
Total Talk Time (CUSTOMER): 132640 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/2be5ba80-c1f4-47cc-b03b-04bec75725b6_20250415T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling ther's office. Uh, could you repeat your name, please again?
[AGENT][NEUTRAL] Yes, [PII]. My name is [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Uh, I want to ask the claim status.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I can help you with the claim status, sir. May I please get your callback number, [PII], just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then um can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number is 01867051 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up now. Um, can you please give me her date of service and charge amount?
[CUSTOMER][NEUTRAL] Yeah, the service is [PII] and the charge amount is $37,280 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The primary insurance is UMR.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] 500.
[AGENT][NEUTRAL] Thank you sir and then may I please get the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah, the facility name is West Bua Medical Center.
[AGENT][POSITIVE] OK, thank you so much. I'm gonna put you on a quick hold, [PII], while I look up this claim for us and I will be right back, sir.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thank you for holding for me. I do show that the claim was paid $500 with check number 2021849.
[AGENT][NEUTRAL] And the check was mailed to
[AGENT][NEUTRAL] West Boca Medical Center, [PII], that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And uh you share the paid amount is $500 right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what is the claim number? And what I received it and processed it?
[AGENT][NEUTRAL] OK, the claim number is going to be.
[AGENT][NEUTRAL] 3549409
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] And uh what is the bulk amount?
[AGENT][NEUTRAL] It was not a bulk check.
[CUSTOMER][NEUTRAL] OK, it's a single chef, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And could you check, uh, this check is cleared or not?
[AGENT][NEUTRAL] The check has not cleared yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Not cleared yet.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, the check, the check, uh, what is the date of the issue of the check?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. You said the check issue is [PII] and not cleared yet.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And could you provide me the UV on fax, please? I will provide uh provide your fax number.
[AGENT][NEUTRAL] Yes, what is your fax number, sir?
[CUSTOMER][NEUTRAL] Yeah, the fax number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] At uh uh attention to
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm. Uh, please write down the attention, attention to [PII] G [PII] after that my name, [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I get that fax ready for you and I will be right back, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, [PII]. I do have that fax on its way to you now, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and please provide the call reference number to.
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you and have a good day.
[AGENT][POSITIVE] You too, [PII]. I hope you have a wonderful week. We thank you for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.