AccountId: 011433970860
ContactId: 4c3109c8-af84-4acf-934c-17bd82886de1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205259 ms
Total Talk Time (AGENT): 77497 ms
Total Talk Time (CUSTOMER): 76870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4c3109c8-af84-4acf-934c-17bd82886de1_20250306T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to check on a couple of claims for a patient.
[AGENT][NEUTRAL] Sure, I can check those claims for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's my direct line [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02210438ML8
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. I know you said we had a couple of clients to look at are they both for the same member?
[CUSTOMER][NEUTRAL] Same number and same data service.
[AGENT][NEUTRAL] OK, alrighty. What was that date of service, please?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, and then uh what were those bill amounts please?
[CUSTOMER][NEUTRAL] Uh, the first one is $1440. The second one is $1,395.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was this for, is this uh Holy Cross Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so, uh, I did find that first one for uh the [PII]. Uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Um, OK, who does it show on your guys' end who the primary insurance is?
[AGENT][NEUTRAL] It does not, as this is just their secondary uh medical policy, so I'm not quite sure who that would be, um, same as for the other one as well that's the 1395, um, that's the same banal reason that so we're just missing that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I will go ahead and look into that and see what we can do then.
[AGENT][NEUTRAL] OK, did you need those uh claim numbers or um I could send you copies of these EOBs as well.
[CUSTOMER][NEUTRAL] Um, no, because I will go ahead and I will look into it and rebuild their other insurance and then once we get information from them, then we will go ahead and resubmit the claims to you guys.
[AGENT][POSITIVE] Sure, OK, sounds good. Was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Um, do you have a reference number for me today?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.