AccountId: 011433970860
ContactId: 51f7abb7-7ce1-42d9-b259-7bc539b30cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243559 ms
Total Talk Time (AGENT): 96296 ms
Total Talk Time (CUSTOMER): 126561 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/51f7abb7-7ce1-42d9-b259-7bc539b30cd6_20250313T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I need to check on um 2 dates of service for a patient to see if you have the claims or if they're being processed or not.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And Miss [PII], may I have a callback number just in case we get disconnected and the name of the facility you're calling from for my notation.
[CUSTOMER][NEUTRAL] It's [PII] and the physician for this patient is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from her office.
[AGENT][NEUTRAL] OK. All right, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, her policy number is 02581801 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] Perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK, the first one, hold on, I have to go back.
[CUSTOMER][NEUTRAL] The first one was on [PII], was for $5,294. This was her delivery. You are her secondary insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and so we're billing it for her and I just wanna make sure that you have everything you need to process the claim.
[AGENT][NEUTRAL] OK. Is it a
[AGENT][NEUTRAL] arranged dates or just one day?
[CUSTOMER][NEUTRAL] No, it's for the total OB care. It was for the care that the doctors gave her and the delivery in the hospital.
[CUSTOMER][NEUTRAL] So it's just one charge.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] No, it doesn't look like we have received that claim, Miss [PII].
[CUSTOMER][NEUTRAL] OK, can I have a mailing address for you guys, please?
[AGENT][NEUTRAL] Sure. The address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, um, and do you need the uh EOB from her primary insurance?
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, and then I have another date if you could, uh, see if you have that one. It was for [PII], it was for an office visit for $300.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And it's also for her, correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, the same patient, same doctor, same everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, we don't have that one either.
[CUSTOMER][NEUTRAL] OK, alright then I'll send it through the mail because they went electronically so I guess they didn't go through and plus you need the EOB right?
[AGENT][NEUTRAL] Oh, OK. Uh.
[AGENT][POSITIVE] Yes, mhm, that is correct, yes.
[CUSTOMER][POSITIVE] OK, OK, I'll get that together and send it out today. Thank you so much. So can I have a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Do you need the fax number, Ms. [PII]? You can fax the claims if you need to.
[CUSTOMER][NEUTRAL] Oh yeah, give me the fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the fax number is 1877365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much, that'll be good thanks. OK.
[AGENT][POSITIVE] You're welcome. Yeah, you have a good day. Bye-bye. Thank you for calling ATM.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.