AccountId: 011433970860
ContactId: 36fd7a52-45cb-4d1e-becf-f9d3de3404e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227759 ms
Total Talk Time (AGENT): 113344 ms
Total Talk Time (CUSTOMER): 79312 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/36fd7a52-45cb-4d1e-becf-f9d3de3404e1_20250225T17:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I am calling from Kettering Health Troy, and I need to check to see if a secondary claim was received for processing.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 02369839 M as in Mary, L Larry, number 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, this is for [PII], birthday, [PII].
[AGENT][NEUTRAL] And we have her actually listed as a Misty Fisher.
[AGENT][NEUTRAL] Let me check one thing because this is an older policy.
[CUSTOMER][NEUTRAL] OK, she may have changed.
[AGENT][NEUTRAL] Let me check your current policy and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, her current policy, she must have had a name change.
[AGENT][NEUTRAL] So we do have her as [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the data service for that claim status?
[CUSTOMER][NEUTRAL] Uh, date of service was [PII], and the primary bill amount was $5,623.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we build secondary as
[AGENT][NEUTRAL] Got you. And what is the name of the what is the name of the facility?
[CUSTOMER][NEUTRAL] Or build you a secondary, yeah.
[CUSTOMER][NEUTRAL] Uh, Kettering Health, Troy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for that data service I do need to give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of [PII], her policy number is 251.
[AGENT][NEUTRAL] 8272.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I apologize. What was?
[CUSTOMER][NEUTRAL] That was 251.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Make sure I got all the numbers 251-827-72.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, what was the total bill amount?
[CUSTOMER][NEUTRAL] Uh, total bill is $5,623.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that claim status. We actually received that claim on [PII] and processed on [PII], and we did put it under the correct policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it would we paid.
[AGENT][NEUTRAL] $2,0007.87 to Kettering Health Troy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you show any patient responsibility?
[AGENT][NEUTRAL] Now we're secondary, we don't determine patient responsibility, that's determined by the provider in major medical.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, and do you have that claim number?
[AGENT][NEUTRAL] Yes ma'am, the claim number is 3557816.
[CUSTOMER][NEUTRAL] OK, and then do you have call reference numbers?
[AGENT][NEUTRAL] It would be my name and today's date, I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I appreciate your help. You have a great rest of your day.
[AGENT][POSITIVE] Well thank you for calling APL Mickey. It was my pleasure to assist you with that claim status, and you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.