AccountId: 011433970860
ContactId: 4ed5adfc-5cd6-41ac-bd1d-5de005d6084a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600520 ms
Total Talk Time (AGENT): 109952 ms
Total Talk Time (CUSTOMER): 128230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4ed5adfc-5cd6-41ac-bd1d-5de005d6084a_20250325T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes. Uh, my name is [PII] I'm from the medical provider's office. Could you please assist me on the claims?
[AGENT][NEUTRAL] Uh, yes, and you said your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, [PII], I can help you with your claim. What is your callback number, sir?
[CUSTOMER][NEUTRAL] All right. Uh, I have [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Remember I have it's uh [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] In the, I think it's a member, uh, just a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right. Uh, member ID I have 018492492 and 05. And after that, I have [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Single day in question I have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this is for
[CUSTOMER][NEUTRAL] $130 even.
[AGENT][NEUTRAL] OK, and then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have a total $60 even uh patient responsibility left by the primary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that all the three codes. Mm.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh this is under the uh [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I'll be right back.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I did find the claim.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The claim number is 3575043.
[AGENT][NEUTRAL] The claim charge amount was only $43.23.
[AGENT][NEUTRAL] And the claim was paid $40.23.
[AGENT][NEUTRAL] With the check number.
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 2648.
[AGENT][NEUTRAL] And the check was issued on [PII].
[CUSTOMER][NEUTRAL] The paper check
[AGENT][NEUTRAL] Yes, sir. Yes.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] And uh any chance do you have any clear date?
[AGENT][NEGATIVE] No, it has not cleared yet. It was just sent out on [PII].
[CUSTOMER][NEUTRAL] Yes, I mean.
[CUSTOMER][NEUTRAL] So we need to allow some more time on this one to create the account, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh this check, uh, is it a single amount or a bulk amount?
[AGENT][NEUTRAL] It's single.
[CUSTOMER][NEUTRAL] All right. Just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you said the claim was paid for $44.23 right?
[AGENT][NEUTRAL] $43.23.
[AGENT][NEUTRAL] Which was what the claim amount billed was.
[CUSTOMER][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] This moment
[CUSTOMER][NEUTRAL] Uh, right, uh, just a moment.
[CUSTOMER][NEUTRAL] Uh, could you enable us to fax us a copy of yours?
[AGENT][NEUTRAL] Yes sir, can you please give me your fax number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, my secured fax number is 786.
[CUSTOMER][NEUTRAL] 707
[CUSTOMER][NEUTRAL] 4918.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get ready for.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] All right. I really appreciate. Uh, and I'm sorry, could you please repeat your name one more time?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][POSITIVE] Alright, got it. Alright, [PII], thanks a lot. You have a great day.
[AGENT][NEUTRAL] You too, [PII], and is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that's it. Yeah, thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] All right. Bye.