AccountId: 011433970860
ContactId: 4d49deb2-e0ed-4019-b332-4f8dd42ed6d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601880 ms
Total Talk Time (AGENT): 136805 ms
Total Talk Time (CUSTOMER): 108637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4d49deb2-e0ed-4019-b332-4f8dd42ed6d4_20250501T13:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider office. I want to discuss the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, and can you spell your name?
[CUSTOMER][NEUTRAL] Uh yes, my first name is spelled as [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh yes. Callback number is [PII]. Extension [PII] [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Uh yes, it's Murray Ocular Oncology and Adina INC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is
[CUSTOMER][NEUTRAL] 01813065 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] then.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, first name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The service is [PII].
[CUSTOMER][NEUTRAL] And bill amount is $656 even.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so [PII], the amount of $656 even.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right, let me see if I can find this claim for you.
[CUSTOMER][NEUTRAL] Previously, uh,
[CUSTOMER][NEUTRAL] Uh, yes. Previously, we have uh uh prime repair UOB.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment, let me see if this is your claim and for future you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] Um, bear with me. Let me pull this claim.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Bear with me, it looks like we have received this claim several times. Do you have, do you mind holding for me while I pull all this information?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I pulled the information. Um, I see that we recently processed this claim, um, and send the payment, but there are two codes that were denied. I was checking on those, um, but yeah, the claim was reprocessed on [PII], and we send a benefit amount of $18.71.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, uh, can you send me the copy of UB through fax?
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] to your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, attention to my name.
[AGENT][NEUTRAL] To your attention.
[AGENT][NEUTRAL] OK, wait one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Gonna be a minute. I'm trying to send it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'll send a copy out to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. May I have the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[AGENT][NEUTRAL] Do you need the spelling of any other information?
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Uh no, thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][POSITIVE] Uh, OK. So thank you so much for assisting me. Have a nice day. Stay safe. Bye for now.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.