AccountId: 011433970860
ContactId: 511979f4-4c2f-4a9b-b449-944ceb4bc171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502049 ms
Total Talk Time (AGENT): 129547 ms
Total Talk Time (CUSTOMER): 107567 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/511979f4-4c2f-4a9b-b449-944ceb4bc171_20250109T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling PL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office and I want to check up on the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim status. Uh, can I please get your callback number, sir? just in case the call gets dropped.
[CUSTOMER][NEUTRAL] Yes. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] What is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Policy number is 20022.
[CUSTOMER][NEUTRAL] 8463
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. What's the date of service for him?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] OK, and the charge amount?
[CUSTOMER][NEUTRAL] Uh, charge amount is $1,904.
[AGENT][NEUTRAL] OK. And then what is the
[AGENT][NEUTRAL] Charge after the primary insurance paid their part.
[CUSTOMER][NEUTRAL] Mm I think uh.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 16574 23. I think it's the same.
[AGENT][NEUTRAL] OK, and what is the name of.
[AGENT][NEUTRAL] Of the facility you're calling for.
[CUSTOMER][NEUTRAL] Uh, it's Vascular Institute of the Rockies.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII]. I'm going to pull that claim in for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] so I do have the claim for you the claim number is 351.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3633
[AGENT][NEUTRAL] The claim was processed.
[AGENT][NEUTRAL] And a check was issued.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The check number is 200.
[CUSTOMER][NEUTRAL] Sorry, your voice is breaking. Could you please repeat the process it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The check was processed on [PII].
[AGENT][NEUTRAL] The check number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number is 2006087.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The check cleared the bank on [PII].
[CUSTOMER][NEUTRAL] OK. And what's the allowed amount?
[AGENT][NEUTRAL] The check amount was $904.83.
[CUSTOMER][NEUTRAL] And OK. So it's a paid amount.
[AGENT][NEUTRAL] That is the paid amount.
[CUSTOMER][NEUTRAL] OK. And uh when did you receive a claim, claim?
[CUSTOMER][NEUTRAL] Did you see them
[AGENT][NEUTRAL] Let me look for you real quick.
[AGENT][NEUTRAL] We received the claim on, let's see.
[AGENT][NEUTRAL] We received the claim on [PII].
[AGENT][NEUTRAL] We process the claim on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, is there any patient responsibility?
[CUSTOMER][NEUTRAL] 03975.
[AGENT][NEUTRAL] We don't give patient responsibility that's determined by the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. So that would be all, sorry. Thank you for the information.
[AGENT][POSITIVE] Well thank you [PII] you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 00, sorry, sorry. I want one more thing. Uh, please provide me the call reference number.
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for the information, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.