AccountId: 011433970860
ContactId: 3c40e701-2817-496b-b4d3-b6de389f55c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350410 ms
Total Talk Time (AGENT): 131038 ms
Total Talk Time (CUSTOMER): 144837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3c40e701-2817-496b-b4d3-b6de389f55c6_20250210T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the account status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, I just did it.
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 01792121.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah. Yeah, sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and last name is [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, sure. The, the date of services.
[CUSTOMER][NEUTRAL] OK. [PII] and the total bill amount is $73435.
[AGENT][NEUTRAL] OK, and what was, sure, and what was the balance after Primary process the claim?
[CUSTOMER][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] The balance amount is $234 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Yeah, take your own time.
[CUSTOMER][NEUTRAL] I'm sorry for asking you. I didn't get your name. Could you please spell out your name with phonetic for documentation purpose?
[AGENT][NEUTRAL] Sure, it's [PII], what was the name of the provider's office?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah, sure. Could you please wait for a moment? I will be load the claim form.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you for your patience, [PII]. And the name is affiliated Anesthesiology LLC.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] At one time kicking.
[AGENT][NEUTRAL] Hey, I'm showing that claim processed on [PII] and a check was mailed in the amount of $234.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Sorry, KK, I didn't get you. Pro on?
[AGENT][NEUTRAL] Claim process on [PII] and a check was mailed in the amount of $234.
[CUSTOMER][NEUTRAL] Uh, check is mailed and $234 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] $4. OK.
[CUSTOMER][NEUTRAL] Uh, thank you, [PII]. May I know the claim number for this?
[AGENT][NEUTRAL] 3461446.
[CUSTOMER][NEUTRAL] 1446. I once again I repeat it. Could you please recheck, double-check with us. 3461446, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, thank you. May I know the pay address?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Sorry, I didn't get you. Could you please tell me slowly? I want to note of it.
[AGENT][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII] and
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Yeah, OK. Um, uh, could you please fax me the UB for this?
[CUSTOMER][NEUTRAL] For me?
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. The fax number is 20.
[CUSTOMER][NEUTRAL] [PII]. That is my name.
[AGENT][NEUTRAL] OK. And [PII], just to let you know, we do have an online service center where providers can check claim status as well as print out the ELB. If you go to [PII], you'll be able to set up an account and also from the account verify claim status as well as print out the ELB. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, could you please tell me the call reference number for this client?
[AGENT][NEUTRAL] We don't give reference numbers. If you like, you may use my name is [PII] State.
[CUSTOMER][POSITIVE] OK, fine, fine, [PII]. Thank you for uh kind assistance, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what is the turnaround, uh, uh, what is the time to make a fax to the UP?
[AGENT][NEUTRAL] It'll be sent out today.
[CUSTOMER][POSITIVE] OK, fine. Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye.