AccountId: 011433970860
ContactId: 5012cbb4-03d1-4a5e-a9c8-783d6cde1c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 937380 ms
Total Talk Time (AGENT): 232756 ms
Total Talk Time (CUSTOMER): 161747 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5012cbb4-03d1-4a5e-a9c8-783d6cde1c9d_20250306T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling from the provider office to check on a claim status. And please note this call will be monitored and recorded for quality and training purposes. How are you doing today?
[AGENT][POSITIVE] Hi I'm doing well Miss [PII] how are you doing today?
[CUSTOMER][POSITIVE] Yes, I'm doing good, [PII]. Thank you so much for asking.
[AGENT][POSITIVE] You're welcome, Miss [PII], may I have your call back number just in case our call is disconnected and I will be able to help you with claim status.
[CUSTOMER][POSITIVE] Sure. Thank you so much. And the callback number is [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] member's name, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII]. Policy number 1275589.
[AGENT][NEUTRAL] OK, let me pull up the policy real quick.
[AGENT][NEUTRAL] OK, I do find [PII]'s policy. Can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is 8-23-24 for the total charge of
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, the total charge amount of $57 even.
[AGENT][NEUTRAL] $657.
[CUSTOMER][NEUTRAL] Yes, $650.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is um the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, after it is $223.55.
[AGENT][NEUTRAL] Thank you. And can you please give me the name of the facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] Shattery, the facility name Musk Community Physicians.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Sure, take care on time.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 657
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] 24, no 223 55 uh huh right there 353.
[AGENT][NEUTRAL] 7345.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] Yes ma'am, Miss [PII], this is [PII] back with you again. I've got um the claim number for you.
[CUSTOMER][NEUTRAL] Which I've got um
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The claim number is 353-734-5.
[AGENT][NEUTRAL] The claim was paid?
[AGENT][NEUTRAL] $223.55.
[AGENT][NEUTRAL] With check number 2016745.
[AGENT][NEUTRAL] The check was issued on [PII].
[AGENT][NEUTRAL] And the check was cleared on [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. May I know is this payment done through single uh check or a bulk check?
[AGENT][NEUTRAL] It, it's a singular check.
[CUSTOMER][POSITIVE] Thank you so much. And could you please verify the pay to address?
[AGENT][NEUTRAL] Yes, the pay to address is [PII], that's in [PII].
[AGENT][NEUTRAL] City, [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. So, if possible, would you please provide me the copy of your your?
[AGENT][POSITIVE] Yes ma'am, let me get the EOB for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, and then what is the fax number I need to send that to?
[CUSTOMER][NEUTRAL] Sure, sir. The fax number is 866.
[CUSTOMER][NEUTRAL] 825
[CUSTOMER][NEUTRAL] 486 9
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I send that fax to you Miss [PII]. I'll be right back.
[CUSTOMER][POSITIVE] Sure, take care and time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Old
[AGENT][POSITIVE] OK, let's do it this way.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Go back in.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Why is on base being stupid?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Miss [PII] I haven't forgot about you. I'm just having to reopen the program again because it shut down on me. I just wanted to let you know what was going on so you didn't think I forgot about you.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so it's still gonna be a brief hold. I'm trying to get it to go through for you so I'm gonna go back in there and keep on working, but I just wanna let you know I did not forget you.
[CUSTOMER][NEUTRAL] OK, so it's still gonna be a brief hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It should do.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is going on with my on base?
[AGENT][NEUTRAL] Exit.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We're going to restart the on base.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I'm sorry, I'm having a little difficulty with my program.
[CUSTOMER][NEUTRAL] I'm sorry, I'm having a little difficulty with my program.
[AGENT][POSITIVE] A good message for me to make sure I send this to you as soon as it comes back up. I just wanted to uh give you the option to be able to get off the phone so you don't have to wait on this thing to to finish.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Um, but I am going to send it to you. I just wanted to let you know what was happening so that you didn't have to wait any longer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] But I will send it to you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yeah, thank you so much. And finally, could you please provide me?
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thank you so much for your assistance and your patience. Have a great day.
[AGENT][POSITIVE] Yes ma'am, thank you. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No worry. That's it. Thank you so much. Take care.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You take care too and you have a good night and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You too. Take, stay safe. Bye-bye.