AccountId: 011433970860
ContactId: 4a66e08d-b86c-4da3-9117-1c206c3ad4a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293980 ms
Total Talk Time (AGENT): 85203 ms
Total Talk Time (CUSTOMER): 112557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/4a66e08d-b86c-4da3-9117-1c206c3ad4a9_20250521T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name's [PII], um, last initial [PII], and I'm calling to check, uh, medical status for two claims.
[AGENT][NEUTRAL] Sure, verify claim status for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number for the patient is gonna be 02506284.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] So the first date of service is gonna be [PII] and the total bill amount for this claim is gonna be $300.00.
[AGENT][NEUTRAL] And do you have the balance after primaries process the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you asking because you haven't received the remittance from the primary?
[AGENT][NEUTRAL] No, ma'am, I'm asking because it helps as far as locating to search for the claim.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] It looks like there was an adjustment from the insurance and it was the.
[CUSTOMER][NEUTRAL] Of [PII] and it was subject to the patient's deductible.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Regal Park Medical Center?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I show that claim uh process as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK, do you, is there any way that you can send me the EOB for that one? We didn't receive it.
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what is the next date of service for this patient?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] The next data service.
[CUSTOMER][NEUTRAL] It's going to be for [PII].
[CUSTOMER][NEUTRAL] Billed in the amount of $755.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 0 cents.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 410.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Same provider obviously.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, let me go back.
[CUSTOMER][NEUTRAL] It would have been.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that is correct. Yes, ma'am. If you like, I can give you our fax number if you like to fax the claim to our office.
[CUSTOMER][POSITIVE] You are actually OK. I do have your fax number as [PII].
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect, yes, I just called just a while ago to check on one claim and I forgot about these the other two that I needed to check.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, perfect. What is your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect and then I'll know today's date for reference. Thank you, [PII], for your time.
[AGENT][POSITIVE] Uh, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No actually thank you you've been helpful.
[AGENT][POSITIVE] OK, good deal. Well, thank you for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.