AccountId: 011433970860
ContactId: 4da87d85-f63d-441d-a7de-f8e670d72278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815789 ms
Total Talk Time (AGENT): 214252 ms
Total Talk Time (CUSTOMER): 268883 ms
Interruptions: 9
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4da87d85-f63d-441d-a7de-f8e670d72278_20250507T17:34_UTC.wav
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[CUSTOMER][NEUTRAL] Um, apart from this, I have to.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh sorry, this is [PII]. Initial to last name is [PII], and we are calling you from the provider office regarding the medical claims.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, the uh callback number will be [PII], no extension required.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] 486
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] Policy number will be 02255775 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. And then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Mhm. The date of service is going to be
[CUSTOMER][NEUTRAL] [PII] and the charge amount is going to be
[CUSTOMER][NEUTRAL] Uh, $6,396.92.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, no, that would be all.
[CUSTOMER][NEUTRAL] Yeah, and the charge amount is going to be 636. I'm sorry, 6396.92.
[AGENT][NEUTRAL] OK, and that's after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, primary insurance already paid their part.
[AGENT][NEUTRAL] OK, and what's the balance after the primary paid?
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] 161.
[CUSTOMER][NEUTRAL] Let me check. That should be the $2,585.67.
[AGENT][NEUTRAL] Thank you, sir. And then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, the facility name is going to be Anastasia Dynamic LLC.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Oh OK, thank you very much [PII]. I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] You'll you'll be there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] 537548.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 596307.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the claim on file for you. The claim number is 359-6307.
[CUSTOMER][NEUTRAL] Yes, [PII] total amount 24 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Yes, go ahead with the claim number.
[AGENT][NEUTRAL] The claim number is 359-6307.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And when did you receive this claim?
[AGENT][NEUTRAL] Uh, let me check for you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[AGENT][NEUTRAL] We paid.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] $185.67.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With check number 2042301.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And the check is still outstanding as it was just sent.
[CUSTOMER][NEUTRAL] OK. The check was issued on [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. The check number you have given me that is gonna be 2043201, right?
[AGENT][NEUTRAL] No, 2042301.
[CUSTOMER][NEUTRAL] 204-2301, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And when the check was issued, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and is it a single check or the bulk?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Single check. OK. One more thing which I need to confirm. The bill charge which I gave you, uh, earlier, under this bill charge amount, I do believe you can see there is a 4 line item, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. So, can you segregate the uh amount as per the line item, ma'am? That would be great.
[AGENT][NEUTRAL] Yes. Yes, sir. For procedure code 1830.
[AGENT][NEUTRAL] It was paid $161.70.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For procedure code 64,450.
[AGENT][NEUTRAL] It was paid $10.78.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And for procedure code 64,450, it was paid $5.39.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for procedure code 6 I'm sorry 76942 was paid $7.80.
[CUSTOMER][NEUTRAL] 6942.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which is also what was billed.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $7.80. The last procedure, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. And uh can you verify the uh pay to address, ma'am?
[AGENT][NEUTRAL] Yes, sir. Let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was paid to [PII].
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And the claim number is going to be 3596307, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So, can you fax this AVNR fax number?
[AGENT][NEUTRAL] Yes, sir. What's your fax number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The fax number will be [PII]. It's our secure fax number.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no. It should be [PII].
[CUSTOMER][NEUTRAL] It's our secure fax number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it wrong. OK. So I'm repeating once again. It should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat. [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] Yay, finally.
[CUSTOMER][NEUTRAL] And attention should be my name.
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on a quick hold while I get that. Yes. I'll put you on a
[CUSTOMER][NEUTRAL] Yeah, yeah, sometime it's happened.
[CUSTOMER][POSITIVE] Because we are working together.
[AGENT][POSITIVE] Yes we are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright so it's gonna be a brief hold while I get this faxed over to you and I'll be right back with you [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Yeah, and how long it will take, ma'am?
[AGENT][NEUTRAL] Uh, it's already been sent, so it should be there shortly.
[CUSTOMER][POSITIVE] OK, thank you so much. And you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Initial to last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you help me with the call reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, sorry. It was nice talking to you and have a wonderful day. Bye, take care.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a good night. Bye-bye, sir.
[CUSTOMER][POSITIVE] Yeah, happy weekend.