AccountId: 011433970860
ContactId: 32c904b1-83f0-46f8-a8ec-5f00d492d691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558239 ms
Total Talk Time (AGENT): 157445 ms
Total Talk Time (CUSTOMER): 129420 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/32c904b1-83f0-46f8-a8ec-5f00d492d691_20250528T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office checking on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And the member's policy number please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 01306681 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, and may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah. [PII], total charge is 2 $84 even.
[AGENT][NEUTRAL] And what was the charge 280 for you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and then what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, $65.
[AGENT][NEUTRAL] Thank you. And the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, the facility name is uh.
[CUSTOMER][NEUTRAL] Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Thank you. OK, I'm gonna put you on a quick hold, Sunshine while I look up this claim information for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Thank you for holding for me, Sunshine. So looking on data service of [PII].
[AGENT][NEUTRAL] For [PII], I do not find the claim on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. May I know this number effective date, please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is still active and current.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Sorry, please could you repeat again? Your voice is cut out.
[AGENT][NEUTRAL] The effective date is [PII], yes, I'm here.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah. Oh yeah, go ahead, go ahead.
[CUSTOMER][NEUTRAL] OK, still active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know this timely filing and the mailing address and payer ID please?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The zip code is [PII] and there is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, spell out your name, please.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. May I know this last initial your name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much. I have one more claim.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, what is the next members?
[CUSTOMER][NEUTRAL] Yeah, I have one more question.
[AGENT][NEUTRAL] That's fine. What is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, please bear with me. I will checking on that. The next member ID.
[AGENT][POSITIVE] Sure, go ahead and take your time.
[CUSTOMER][NEUTRAL] Yes, uh, yeah.
[CUSTOMER][NEUTRAL] The next member ID is 01877135 M as in Mary, L as in [PII], number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Mybo's name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII]. Total charge amount is $221 even.
[AGENT][NEUTRAL] And the amount after the primary paid their part?
[CUSTOMER][NEUTRAL] Yes, uh, the primary pay the lot the, sorry, the total amount is $75 even only.
[AGENT][POSITIVE] Thank you. And is it also for [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you Sunshine for holding for me. So this one also looking on the data service of [PII], there is no claim on file for this member.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, ma'am, it take 2 days, please.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The effective date is April.
[CUSTOMER][NEUTRAL] May, uh, effective date, please?
[AGENT][NEUTRAL] I'm trying to give that to you it's [PII].
[CUSTOMER][NEUTRAL] You are still active, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, same. uh call reference number, please.
[AGENT][NEUTRAL] It's the same.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, uh, your name and today's date, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am. Thank you for providing this information. Have a great day. Bye-bye.
[AGENT][POSITIVE] You have a wonderful day too, Sunshine. Thank you for calling APL. Bye bye, ma'am.