AccountId: 011433970860
ContactId: 4cf876e5-55cf-4a1a-a6f2-87684c9b31b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517440 ms
Total Talk Time (AGENT): 143390 ms
Total Talk Time (CUSTOMER): 169275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4cf876e5-55cf-4a1a-a6f2-87684c9b31b9_20250414T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling from doctor's office to check on the claim status.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure for me to assist you with that claim status today. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Yeah, yes. The callback number is [PII] with my extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] The policy number is 02298306.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is [PII], and the last name of the patient is [PII]. And the date of birth of the patient is [PII].
[AGENT][NEUTRAL] All right, thank you. And [PII], do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do have the date of service. Uh, can I provide you with the date of service? Uh, that's gonna be, uh, [PII] of [PII], uh, with the total bill amount, $2,324 even.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on that. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the name of the facility?
[CUSTOMER][NEUTRAL] It's uh Prisma Health University Medical Group.
[AGENT][NEUTRAL] And you said total bill amount 2,987, correct?
[CUSTOMER][NEUTRAL] No, it's 2,324.
[AGENT][NEUTRAL] 2,324.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for the facility charge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now I am checking for that data service of 11-182024 for a for a facility claim for $2,324. I do not have that claim on file, [PII].
[CUSTOMER][NEUTRAL] Uh, one moment. Uh, I'm sorry, I apologize to you. Uh, I'm checking for the medical claim.
[AGENT][NEUTRAL] For 2000
[AGENT][NEUTRAL] 324 total.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So for that data service I don't have a claim for that amount.
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, could you please, uh, stay on the line for one moment, and, uh, I will check with my end and I will back as soon as possible.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That'll be fine. Thank you, [PII].
[CUSTOMER][POSITIVE] OK. Yes, thanks so much. One moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thanks so much for your patiently waiting on this call. And uh uh could you please provide me the uh payer ID?
[AGENT][NEUTRAL] And your ID is 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][POSITIVE] 01. That's correct.
[CUSTOMER][NEUTRAL] Oh, OK. And uh can you please provide me the mailing address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thanks so much for the information. And uh sir, can you please uh check the member effective and termrate for me?
[AGENT][NEUTRAL] Sure, the effective date is [PII], no future term date on file.
[CUSTOMER][POSITIVE] OK. Thanks so much.
[AGENT][NEUTRAL] And you can actually fax that claim directly to our claims department if you would like.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] The claims fax number is 877.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and we will need the primary EOP.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], and uh I do have one more claim for me. Uh, could you please assist me for that claim?
[AGENT][POSITIVE] It would be my pleasure. Is it for the same?
[AGENT][NEUTRAL] Uh, patient or different?
[CUSTOMER][NEUTRAL] Yes. Uh yes, that, yeah, that's correct. It is the same patient with a different bill amount. Uh, just one moment. Uh, I will pull with the, the next bill amount for you. Just a moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, sir. Uh, the next, uh, bill amount is, uh, uh, can I provide the date of service or, uh, can I directly go to the bill amount first?
[AGENT][NEUTRAL] The data service please.
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII], with the total bill amount, $2,296 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And repeat that amount, 2000.
[CUSTOMER][NEUTRAL] $296 even.
[AGENT][NEUTRAL] I don't have that claim on file either.
[CUSTOMER][NEUTRAL] OK. Uh, thanks so much for the information. Uh, and this, it is the pay the same or it's it different?
[AGENT][NEUTRAL] Payer ID is the same.
[CUSTOMER][NEUTRAL] OK. And the mailing address is the same, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, [PII]. Thanks so much for the information. And uh can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's it. Alright, sir. Thanks so much for your assistance.
[AGENT][POSITIVE] And thank you for calling APL [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Bye-bye. You too.
[AGENT][NEUTRAL] Bye-bye.