AccountId: 011433970860
ContactId: 3c5634ce-d162-4e84-8a6a-5f50c4b11544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516217 ms
Total Talk Time (AGENT): 156247 ms
Total Talk Time (CUSTOMER): 135258 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3c5634ce-d162-4e84-8a6a-5f50c4b11544_20250115T21:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I need to check the status of a claim on the mutual patient.
[AGENT][POSITIVE] OK, I can help you with claim status. Can I get your name and your callback number? You're so welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and that's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, by this time of day, my brain is about as big as a pee. What was your name again?
[AGENT][NEUTRAL] That's OK. My name is [PII]
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] And [PII], I feel you. It's the [PII] slump.
[CUSTOMER][NEUTRAL] Oh, it's [PII] here. You must be in [PII].
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] And that is my direct line. You're welcome.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is his date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and his policy number?
[CUSTOMER][NEUTRAL] I have it as 024.
[CUSTOMER][NEUTRAL] 32003.
[AGENT][NEUTRAL] OK, let me pull his policy in for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total bill amount is $451 even.
[AGENT][NEUTRAL] OK, and then what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Navant Health Rehabilitation Center.
[CUSTOMER][NEUTRAL] I had the MPI. There's many.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so what I'm gonna do is I'm gonna put you on a brief hold, Ms. [PII], so that I can pull this claim up for us and then I will be right back. You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Dang it.
[AGENT][NEUTRAL] 344-3801.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi Miss [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So I do have the claim pulled up and let me give you the claim number it's 34433801.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] For $60 and the check number is 1846603. The check cleared on [PII]. Once the $60 was paid, it exhausted the benefits for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the remaining balance, did you determine that as patient co-insurance, deductible?
[AGENT][NEUTRAL] That's dependent um we don't give the patient um responsibility or what the balance is, it's determined by the provider, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now that 44301, that's the claim number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, ma'am. 44301.
[CUSTOMER][NEUTRAL] Uh-huh. The the first set of numbers you gave me.
[AGENT][NEUTRAL] Yes, it's 344-38344-3801.
[CUSTOMER][NEUTRAL] 344.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The the line broke up a couple of times but I didn't realize I missed numbers. I apologize that's OK they do it. Do you show if this was part of a bulk payment?
[AGENT][NEUTRAL] I'm sorry. Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] And if so, what that
[CUSTOMER][NEUTRAL] It's a single payment for $60.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, thank you so much, [PII], and would I use your name and today's date for a reference number or do y'all generate a reference number?
[AGENT][NEUTRAL] No ma'am, you can use my my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Hopefully you'll get to go home soon and recharge those batteries.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Thanks for calling A, yeah, yeah, some say woo woo.
[CUSTOMER][NEUTRAL] And it's, it's Wednesday, right?
[CUSTOMER][POSITIVE] So that makes it better. Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Take care. Thank you for your help.
[AGENT][POSITIVE] And we have Monday off, then we have Monday off too, or do you, yeah, so it's great. It's just getting closer.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, they just added it this year.
[AGENT][POSITIVE] Yay, good deal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I hope you have a wonderful rest of your night. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] All right have a good evening.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.