AccountId: 011433970860
ContactId: 41c6b440-ea9d-4342-8074-e81232119262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263640 ms
Total Talk Time (AGENT): 88669 ms
Total Talk Time (CUSTOMER): 98804 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/41c6b440-ea9d-4342-8074-e81232119262_20250211T13:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1480435 M as in MaryL8.
[AGENT][POSITIVE] Thank you thank you and a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, we can assist you. uh, what's the date of service and charge amount?
[CUSTOMER][NEUTRAL] 1710 24 $3,297.
[AGENT][NEUTRAL] And the provider's name?
[CUSTOMER][NEUTRAL] Baptist Outpatient services.
[AGENT][NEUTRAL] And are there two procedure codes on this claim?
[CUSTOMER][NEUTRAL] Um, let's see, one moment.
[AGENT][NEUTRAL] Is this facility or professional fee?
[CUSTOMER][NEUTRAL] Facility.
[CUSTOMER][NEUTRAL] I'm trying to, um, my system is moving slow. I'm sorry.
[AGENT][NEUTRAL] I see the professional charge, but I do not see a charge from the facility.
[CUSTOMER][NEUTRAL] Hold
[CUSTOMER][NEUTRAL] Hold on, hold on one moment, let me take a look at this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] I look at the.
[CUSTOMER][NEUTRAL] OK, no, there are, yeah, there are 33 codes on this claim.
[AGENT][NEUTRAL] Mhm. What are they?
[CUSTOMER][NEUTRAL] And they are
[CUSTOMER][NEUTRAL] The 73,130.
[CUSTOMER][NEUTRAL] 7313075571.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So they are professional, yeah.
[AGENT][NEUTRAL] Yeah, so I do see a professional charge, but I'm only showing the two, the 731 30 with the two modifiers. I don't show the third code on this claim that you gave me. I just show the 73,130 left and the 73,130 right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. So can I fax this over to you?
[AGENT][NEUTRAL] Sure, um, do you have our fax number?
[CUSTOMER][NEUTRAL] Um, let me make sure I have the right one.
[CUSTOMER][NEUTRAL] Um, that fax number is [PII].
[AGENT][NEUTRAL] Correct, and then the two codes, the 731 30, there was no payment made because it, it appears that the primary insurance paid those charges in full.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did process those two charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I, can I have the claim number?
[AGENT][NEUTRAL] Uh-huh. It's 353.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5975 it was processed on [PII].
[AGENT][NEUTRAL] And so you'll just send the claim for the 3rd code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and what's your name again? I'm sorry.
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference for today's call [PII], first initial last name is [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.