AccountId: 011433970860
ContactId: 45d136ce-f132-4cfd-9288-6994bd486f02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227990 ms
Total Talk Time (AGENT): 100962 ms
Total Talk Time (CUSTOMER): 65126 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/45d136ce-f132-4cfd-9288-6994bd486f02_20250211T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] calling from provider's office to check on a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you, and I apologize. Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] the [PII].
[AGENT][NEUTRAL] I apologize. You, you were breaking up. What was the extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. And the policy number, please?
[CUSTOMER][NEUTRAL] Oh well, before we proceed, we would like to inform that call has been recorded. Hope you're OK with that.
[AGENT][POSITIVE] Yes, I'm fine with that. Thank you.
[CUSTOMER][NEUTRAL] And member ID is 023531.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And [PII], it would be a pleasure to assist you. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, well, I do have a claim, the date of service [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the billed amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] $1370 even.
[AGENT][POSITIVE] Thank you and the provider name please ma'am.
[CUSTOMER][NEUTRAL] It's vital MD Group Holding LLC.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And that's data service 5:30. I do have that claim.
[AGENT][NEUTRAL] Pulled up
[AGENT][NEUTRAL] And looks like for the procedures, 90651 and 90471, we are, it is pending for the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 99213 is a non-covered charge. The offices are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] Can I have the patient's plan name?
[AGENT][NEUTRAL] It is a secondary gap policy, Medlink gap.
[CUSTOMER][POSITIVE] OK, thank you so much and can I have claim number for the claim?
[AGENT][NEUTRAL] Yes, ma'am. That claim number is 349.
[AGENT][NEUTRAL] 1811.
[AGENT][NEUTRAL] And we have listed United Healthcare as their primary.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for the details, and may I have the call reference for the call?
[AGENT][NEUTRAL] The call reference is my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] And you can also fax that EOB if you have it um to our claims department. There's no timely filing.
[CUSTOMER][POSITIVE] Sure, uh, well, thank you so much, [PII], for your help and hope you have a wonderful day. Bye-bye.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.