AccountId: 011433970860
ContactId: 4d6fbe6b-76ac-4093-919f-bd1a400d5464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312760 ms
Total Talk Time (AGENT): 92281 ms
Total Talk Time (CUSTOMER): 104660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4d6fbe6b-76ac-4093-919f-bd1a400d5464_20250425T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Saracita Memorial Hospital and trying to get claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 02199679 M as in Mary, I as in indigo, and then the number 8.
[AGENT][NEUTRAL] Alright, thank you for that. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] For [PII], [PII]. And what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Not a problem. And then [PII], what's the data service?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 35 of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then build them out?
[CUSTOMER][NEUTRAL] That is for $164,428.17.
[AGENT][NEUTRAL] OK, let me see. Do you have a different amount after primary paid by chance?
[CUSTOMER][NEUTRAL] Um, hold on just a second. I'll let you know. United Healthcare process. Let's see what they apply.
[CUSTOMER][NEGATIVE] Get out of here.
[CUSTOMER][NEUTRAL] financial transaction.
[CUSTOMER][NEUTRAL] at the United Healthcare.
[CUSTOMER][NEUTRAL] They applied 3,92244 deductible and 2010319 co-insurance.
[AGENT][NEUTRAL] Let me pull this claim.
[AGENT][POSITIVE] We do have a claim on file. I just wanna make sure it's the right one here. Give me just one moment. I appreciate your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like we only have one claim on file for that date of service and it looks like the charges are different, so I don't show anything on file for that bill amount.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Is your claim's address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Right, so we sent it to that address. Let's see when did we sent that.
[CUSTOMER][NEUTRAL] We build a paper claim on 42.
[CUSTOMER][NEUTRAL] To that address.
[CUSTOMER][NEUTRAL] What amount are you showing? I show total bill charge 164,42817.
[AGENT][NEUTRAL] So the only claim on file we have for that date of service is for an anesthesia showing a charge of $2240.
[CUSTOMER][NEUTRAL] OK, no problem. I'll resend that any chance, do you take these by fax?
[AGENT][POSITIVE] Yeah, absolutely, and we have a payer ID I'm happy to provide either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you just give me both just in case one doesn't work.
[AGENT][NEUTRAL] Yes, ma'am, no problem. So the fax number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And then the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Uh-huh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there, is there a reference number for our call?
[AGENT][NEUTRAL] Absolutely. That would be my name with the initial to my last name and then today's date. So my name again is [PII], my last initial is [PII].
[AGENT][NEUTRAL] With today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you for your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] OK