AccountId: 011433970860
ContactId: 414a7325-443b-47c6-903f-ce59e0e994e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373540 ms
Total Talk Time (AGENT): 97336 ms
Total Talk Time (CUSTOMER): 135031 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/414a7325-443b-47c6-903f-ce59e0e994e5_20250415T16:59_UTC.wav
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[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, sorry. I'm [PII] calling from provider office checkline status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, sir. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The member policy number is
[CUSTOMER][NEUTRAL] 02150688. The patient's first name is [PII]. Last name is
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Yeah, the data service is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] Yeah, one second, the charge amount.
[CUSTOMER][NEUTRAL] The charge amount is.
[CUSTOMER][NEUTRAL] Uh, one second, ma'am.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Yes sir, go ahead and take your time.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, thank you, thank you for patience. The total charge amount is $252 252 dollars even.
[AGENT][NEUTRAL] OK. And then what is the charges after the primary insurance paid their part, sir?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] One moment, I'm checking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the balance amount is $176 176 dollars even.
[AGENT][NEUTRAL] OK, thank you, and then may I please get the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah. Advantage Medical Imagine.
[CUSTOMER][NEUTRAL] Consultancy PC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for us and I will be right back, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have the claim pulled up for you now.
[AGENT][NEUTRAL] The claim number?
[AGENT][NEUTRAL] Is 347-579-3.
[AGENT][NEUTRAL] And the claim was denied because we need the EOB from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I gonna be I've been about to get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] OK, we need for you for the primary insurance, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you provide me the mailing address?
[AGENT][NEUTRAL] Yes, sir. That will be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] so.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] That is going to be in [PII].
[CUSTOMER][NEUTRAL] I'm gonna see.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can you provide the time for limits?
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, forward me the call reference number.
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much for your information and patience. Have a nice day. Bye.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Is that all I can help you with before we go?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Thank you for calling APL you have a great day. Bye bye, sir.