AccountId: 011433970860
ContactId: 4ad05995-76ec-4d65-8e0f-6ed065eb1e10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208679 ms
Total Talk Time (AGENT): 90309 ms
Total Talk Time (CUSTOMER): 96612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4ad05995-76ec-4d65-8e0f-6ed065eb1e10_20241231T17:06_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] Yes [PII], my name is [PII] and I'm calling from Pathology Laboratory Associates and I was just trying to see if you guys do have um this patient um.
[CUSTOMER][NEUTRAL] Active and if you guys had received the claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have 01792099.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] In [PII] it would be my pleasure to assist you with eligibility and claim status for [PII]. I'm showing that his policy is active as of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And active and what was the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's for um um [PII].
[AGENT][NEUTRAL] And what is the bill amount?
[CUSTOMER][NEUTRAL] $146.17.
[AGENT][NEUTRAL] 146 17.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's the total.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have that claim on file for 146-17.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, um, it may not have came to you, um, there was some information that was, um, changed, so, um, do I need to, uh, mail or can I fax in the primary EOB along with the claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, you can fax that directly to our claims department.
[CUSTOMER][NEUTRAL] OK, what is that fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat that back. I have [PII].
[AGENT][NEUTRAL] That is correct and it comes straight to our claims department.
[CUSTOMER][POSITIVE] OK perfect alright I'll get that um claim along with the primary EOB sent over to you guys here shortly.
[AGENT][POSITIVE] All right. And we'll be happy to take care of that for you. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, not at this time, except for a reference number for the call if you have one.
[AGENT][NEUTRAL] A reference number would be my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] OK, and I do, I'm sorry, I do have one question to ask you um do you guys have a payer ID um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or an API.
[AGENT][NEUTRAL] We do have payer ID. That number is 60801.
[CUSTOMER][POSITIVE] Perfect, 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you so very much I really do appreciate your help.
[AGENT][POSITIVE] [PII], my pleasure to help you with that claim status. Thank you for calling APL. Have a wonderful afternoon. Happy new year.
[CUSTOMER][POSITIVE] Thank you you too stay safe.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm