AccountId: 011433970860
ContactId: 4cc93752-cc50-4a03-9cbd-adbebbf57a73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676380 ms
Total Talk Time (AGENT): 204916 ms
Total Talk Time (CUSTOMER): 286217 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4cc93752-cc50-4a03-9cbd-adbebbf57a73_20250226T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Um, hi, I'm calling from [PII].
[AGENT][NEUTRAL] OK. And how can I help you, please, [PII]?
[CUSTOMER][NEUTRAL] A couple questions. I, I do have access to the portal, but I'm not 100% sure which tax ID it is under, if that makes sense because I, I, we have.
[AGENT][NEUTRAL] It does. I'm trying
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm so sorry, may I have your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you, thank you. Now are you calling for claim status?
[CUSTOMER][POSITIVE] Yes, um, that's what I'm trying to find, yes.
[AGENT][POSITIVE] I can assist you with that.
[AGENT][POSITIVE] OK, no problem, I can help you. I appreciate you trying to locate on the online service center we appreciate that, but I'm certainly, I can certainly help you with that. What is that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Uh, it is, um, let me just save this delete.
[CUSTOMER][NEUTRAL] 01792571.
[AGENT][POSITIVE] OK, thank you. That was, oh my goodness gracious, if you could please repeat that for me, I'm so sorry.
[CUSTOMER][NEUTRAL] Sure, uh, I give you her name. [PII].
[AGENT][POSITIVE] OK, thank you so much. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for that information. And again, you're calling for claim status. I can certainly help you. And what is the date of service and total charge amount please?
[CUSTOMER][NEUTRAL] I'm sorry, hold on one second.
[AGENT][NEUTRAL] OK, of course.
[CUSTOMER][NEUTRAL] My boss was calling me at the same time. I'm like, I am.
[CUSTOMER][NEUTRAL] Call me back later, um, data service is [PII].
[AGENT][NEUTRAL] OK, [PII] and the total charge is billed please.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] $1790.
[AGENT][POSITIVE] OK. Excuse me, thank you.
[AGENT][NEUTRAL] And the policy number you provided me has termed, and I do not show that claim under that policy number. So bear with me, let me just check for the policy number that has that date range of service, please. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Let me provide you with the correct policy number please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it is 01947638.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and I'm still searching for that claim one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] When was the claim submitted, please?
[CUSTOMER][NEUTRAL] Um, let me pull this.
[CUSTOMER][NEUTRAL] 1625 uh looks like it went to paper.
[AGENT][NEUTRAL] OK, 1625.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show that we have received a claim.
[AGENT][NEUTRAL] I can provide you with our payer ID and fax number if you would like, please.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, our fax number is, I'm sorry, our payer ID is 60801.
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you say that one more time?
[AGENT][POSITIVE] Oh of course I'm so sorry 877.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the mailing address? I just wanna make sure this one's correct.
[AGENT][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, now did you guys always have an electronic payer ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I'm wondering if we don't have it in there just because it's it was an issue with our.
[CUSTOMER][NEUTRAL] So what I'm looking for.
[CUSTOMER][NEUTRAL] Electronic payer submission people 3659423. I'll have to ask the guy that does the insurances.
[CUSTOMER][NEUTRAL] Um, policy number 01947638.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, so I'm gonna resubmit that for some reason usually if they have a primary insurance, the secondary or the primary will forward it to you guys, but it doesn't look like they did so.
[CUSTOMER][NEUTRAL] I'm just gonna mark this one to bill to you guys and then submit it via fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does it tell you that other policy number I gave you was active at some point? Does it give you the date that it turned?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] It sure does, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll get back to that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you're such a frat.
[AGENT][NEUTRAL] OK, it turns as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And the policy number provided you was effective as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Alright, I just need a reference number and oh, the portal. Hold on one second. I have to.
[CUSTOMER][NEUTRAL] So, normally, we don't uh keep track of, we rarely take the patient's uh social security number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to to find it to check the status of the claim.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, my dog walker's here for my talk. Um, do we have to, what is the word I'm looking for? I cannot use, we have to have the last four of the social to to find status. Good morning. That's what I was trying to spit out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, or you could use a now it may be because the policy number you provided me was termed or has termed, but um let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name of the provider, um, [PII]?
[CUSTOMER][NEUTRAL] Uh, so it's Reyes radiology and we have multiple tax IDs, so I can give you that when you're ready. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] [PII], come on.
[CUSTOMER][NEUTRAL] Come away, all right.
[CUSTOMER][POSITIVE] Hey you boy. See you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] Come on guys, come on
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now we have received a claim prior for um Miss [PII] and that tax ID number for Rey we have is 411.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was for data service uh.
[AGENT][NEUTRAL] Actually, well, I'm sorry, let me just give you this tax ID number is [PII] is what we have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have you in the system so your your company is in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] So are you able to pull up with that?
[AGENT][NEUTRAL] Tax ID number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So that's uh I have uh a couple of different ones that I use. Let me see.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It just gives me my username and password so I it doesn't show me which tax ID this one's for.
[CUSTOMER][NEUTRAL] I might just do a separate um log in for this tax ID.
[CUSTOMER][NEUTRAL] That way I have them differentiated.
[CUSTOMER][NEUTRAL] That'll probably be the easiest way. I have to do that with a couple other insurances, so it's not a big deal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I don't wanna keep you on the phone. You were super helpful with that patient, so anybody else, I can, I'll have to figure it out a different way.
[AGENT][NEUTRAL] Oh I'm sorry, [PII].
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][POSITIVE] OK. Oh, anything else I can help you with? I'm sorry, bless your heart.
[CUSTOMER][NEUTRAL] He, uh, he sees his brother outside. That's why, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is um just a reference number I could not spit that out too many things in my head.
[AGENT][NEUTRAL] No problem. Uh, we do not use reference numbers, but you can use my name in today's lead. Again, my name is [PII]. Last name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. OK, thank you, [PII]. Sorry for all the chaos.
[AGENT][POSITIVE] Alright, you're welcome, [PII]. Thank you so much for calling HL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.