AccountId: 011433970860
ContactId: 33fa5bcf-fb77-4e04-8662-721f872df070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353540 ms
Total Talk Time (AGENT): 109034 ms
Total Talk Time (CUSTOMER): 98422 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/33fa5bcf-fb77-4e04-8662-721f872df070_20250217T17:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi. Um, my name is [PII]. I'm calling on behalf of a provider to get claim status. Is that something that you can help me with?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 0189.
[CUSTOMER][NEUTRAL] 786 5.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] One quick moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] And please uh verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] For 380.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And while I'm looking up claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII]. And do you have the balance after primary Insurance has processed the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 4346.
[AGENT][NEUTRAL] 346. OK, give me one quick moment, please.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, mm.
[AGENT][NEUTRAL] Was this for lab charges?
[CUSTOMER][NEUTRAL] Mm, I'm actually not sure. Let me check.
[AGENT][NEUTRAL] 22.
[AGENT][NEUTRAL] Uh, let me double check one other error.
[CUSTOMER][NEUTRAL] For pathology exams and analysis.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Give me one quick moment, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said Saint Louis pathology Associates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, showing that claim was received and it processes needing primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it looks like we mailed an EOB on [PII].
[AGENT][NEUTRAL] OK, I don't show it's been received. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes. Give me 1 2nd.
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] OK, yeah, it does show it's been received. Uh, if you like, I can give you our fax number if you like the fax the claim and EOB.
[CUSTOMER][NEUTRAL] OK, what is the fax number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um what is the payer ID cause I just checked and we don't have any.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then. I will go ahead and fax all the information that you need. Um, can I get a call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a nice day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL Ms. [PII]. Bye.
[CUSTOMER][NEUTRAL] Yeah.