AccountId: 011433970860
ContactId: 45ade00a-1613-4875-9640-56db85ea6707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 855599 ms
Total Talk Time (AGENT): 158279 ms
Total Talk Time (CUSTOMER): 225581 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/45ade00a-1613-4875-9640-56db85ea6707_20250407T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello? Am I audible?
[AGENT][NEUTRAL] Hello, this is, yeah.
[CUSTOMER][NEUTRAL] Your, uh, your voice is breaking. hello?
[AGENT][NEUTRAL] This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from provider's office regarding to check up on claim status. Initial of my last name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is 01887317.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8, and the patient name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service is the [PII] and the total charge amount is $850 even.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Priva insurance.
[CUSTOMER][NEUTRAL] Uh, $850 even for CPT 74,150.
[AGENT][NEUTRAL] OK, and can you please give me the name of the facility you're calling from, [PII]?
[CUSTOMER][NEUTRAL] MRI scan center.
[AGENT][NEUTRAL] OK, I am gonna put you on a quick hold while I look up this claim and I'll be right back, sir.
[CUSTOMER][POSITIVE] Yeah take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII].
[AGENT][NEUTRAL] So looking on data service.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All
[AGENT][NEUTRAL] 222 of 25. I do not find a claim on file for the amount you have given me.
[CUSTOMER][NEUTRAL] I find the.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold one second.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, hold on a second, just I'm double checking in my system.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, sir. I'm here.
[CUSTOMER][NEUTRAL] Yeah, actually, uh, uh, total bill amount is $850 even. The initially, uh, claim process by the main solution. Uh, I just want to confirm that the, uh, general status, uh.
[AGENT][NEUTRAL] OK, so I do. Mhm.
[CUSTOMER][NEUTRAL] Because the initially uh.
[CUSTOMER][NEUTRAL] Initial claim process by mail solution as a deductible. The deductible amount is $190 even.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh, OK. When I asked you what the amount was after the primary paid, you told me 850, but I do have that amount.
[CUSTOMER][NEUTRAL] Oh, OK, well, I asked you what the amount was after the.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No, uh, no, no. There is no primary paid amount because the primary, uh, processor, the, as a deductible amount, that is the amount is $190 even.
[AGENT][NEUTRAL] OK, I've got that that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] And let me look it up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that claim was paid with check number 2035935 in the amount of $190.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let me see when we sent it out.
[CUSTOMER][NEUTRAL] And what is the received and the pay date?
[AGENT][POSITIVE] Right, I'm getting that for you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh may I, may I have the claim number?
[AGENT][NEUTRAL] Yes, sir. That claim number is 3581974.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] This is the check number.
[CUSTOMER][NEUTRAL] Uh, check number would be same as uh [PII]. Am I right?
[AGENT][NEUTRAL] The check number is 2035935.
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] Sorry, sorry, check date. Yeah, I got it. Uh, check date.
[AGENT][NEUTRAL] Right, the check date is the same, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, what will be the call reference for this call?
[AGENT][NEUTRAL] You can use my name [PII], and today's date.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII] and the initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII] OK, uh, could you, uh, could you please send the EOP, uh, on fax?
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] But I do have the fax number.
[AGENT][NEUTRAL] Yes, sir. What is that, please?
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] Mm fax number fax number.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, so that, um, we're missing a digit.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you repeat it, make sure I've got it correct.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey hello
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Are you there? hello?
[AGENT][NEUTRAL] You, you there, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, yes, yes. Am I audible?
[AGENT][NEUTRAL] OK, sorry, we lost each other we, yes, you're audible now, OK.
[AGENT][NEUTRAL] So that that um fax number, the last three digits cut off the [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Yeah, right, right.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll be right back.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when will you receive the pack?
[AGENT][NEUTRAL] It's been sent.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Yeah, thank you. Thank you so much uh regarding this game. I really appreciate your help.
[AGENT][POSITIVE] It's no problem at all, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, no, nothing. Thank you, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome you have a good
[CUSTOMER][POSITIVE] Yeah same to you thank you.
[AGENT][NEUTRAL] Bye-bye.