AccountId: 011433970860
ContactId: 4337d5c9-aa30-4ff8-8014-4d87f9bad76d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436820 ms
Total Talk Time (AGENT): 99054 ms
Total Talk Time (CUSTOMER): 77583 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/4337d5c9-aa30-4ff8-8014-4d87f9bad76d_20250103T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from the office looking for claims.
[AGENT][NEUTRAL] OK, I can help you with claim status. And what was your name again, sir?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] It's 02449815.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The amount is $495.
[AGENT][NEUTRAL] And a
[AGENT][NEUTRAL] $495?
[CUSTOMER][NEUTRAL] 95.
[AGENT][NEUTRAL] OK, and then what's the charges after primary paid their part?
[CUSTOMER][NEUTRAL] OK, um, the primary is Aetna. They have processed the claim towards patients deductible.
[AGENT][NEUTRAL] OK, what's the balance after primary paid their part?
[CUSTOMER][NEUTRAL] OK, after the primary, the balance of the secondary insurance is $153.18.
[AGENT][NEUTRAL] OK thank you and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Goodnight Medical.
[AGENT][NEUTRAL] OK, and uh just to be clear that um first original um charge amount was $495 even, is that correct?
[CUSTOMER][NEGATIVE] Yes, right. And also your voice is breaking.
[CUSTOMER][NEUTRAL] Cutting it out.
[AGENT][NEUTRAL] OK, thank you. I'm gonna put you on a, on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At, uh, the status of claim number 353-4181.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] The claim was denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] So you need the explanation of benefits from the primary primary.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And can you please just tell me the client number once again?
[AGENT][NEUTRAL] Yes, it's 353-418-1.
[CUSTOMER][NEUTRAL] It's 353 4.
[CUSTOMER][NEUTRAL] 181. Am I right?
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And what is the time for you to submit the card again?
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] Not April.
[CUSTOMER][NEUTRAL] Mm thank you. Can I have the call reference, please?
[CUSTOMER][NEUTRAL] And also when it was denied and when did you receive the claim?
[AGENT][NEUTRAL] Yes, you can use my name for.
[AGENT][NEUTRAL] Uh, let me look for you.
[AGENT][NEUTRAL] We received it on [PII].
[AGENT][NEUTRAL] It on [PII].
[CUSTOMER][POSITIVE] Thank you. And the calls.
[AGENT][NEUTRAL] My name is and today's day.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] And and thank you for calling APL.