AccountId: 011433970860
ContactId: 397e258e-31ac-4f02-9134-f0b2320ad6f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278869 ms
Total Talk Time (AGENT): 98033 ms
Total Talk Time (CUSTOMER): 55464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/397e258e-31ac-4f02-9134-f0b2320ad6f1_20250211T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sure it's this is from [PII]'s office to check on a claim status.
[AGENT][NEUTRAL] OK, thank you. What is your name, please?
[CUSTOMER][NEUTRAL] [PII] and the initial [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you want claim status on what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name? [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 483-1110.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] 745,130.
[AGENT][NEUTRAL] 70
[AGENT][NEUTRAL] And what was the charge amount please again?
[CUSTOMER][NEUTRAL] $745. 30 cents.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, which is $25.08.
[AGENT][NEUTRAL] OK, thank you. And then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] American Home Care Equipment IMC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, [PII]. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] So looking for a data service of [PII] for [PII], I am not finding a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the mailing address to submitted the claims?
[AGENT][NEUTRAL] Yes, it's APL claims. It's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, is there any fax number to some to the claims?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK, I can able to check the eligibility for this memo whether the member is active for the state of service.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The member's effective date is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're very welcome [PII]. I hope you have a good night. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, yeah, can I have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a good one bye bye.
[AGENT][NEUTRAL] Bye-bye, [PII].