AccountId: 011433970860
ContactId: 53e9534c-405e-4a96-b1e5-1595f296071f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519780 ms
Total Talk Time (AGENT): 156698 ms
Total Talk Time (CUSTOMER): 96923 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/53e9534c-405e-4a96-b1e5-1595f296071f_20250205T17:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] I was calling checking on a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 752-848
[AGENT][NEUTRAL] OK, um, that policy number is not one of ours I don't think, but let me look real quick unless it's real old, could be old. Yes, it is an old one. Look at there, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You got the, do you have the new one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No it is it's actually an active policy number that she's had for a long time with us um OK and then what is the data service?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1216 24.
[AGENT][NEUTRAL] OK, and then what is the charge amount?
[CUSTOMER][NEUTRAL] 1182.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] This is, uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold real quick, Ms. [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 4040.
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII] back with you again. So looking on that data service, I do not find a claim for that amount for 182.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, what, what did you find? What do you have?
[CUSTOMER][NEUTRAL] Do you have a client owner?
[AGENT][NEUTRAL] Well we have claims
[AGENT][NEUTRAL] We have claims that were paid on that data service.
[AGENT][NEUTRAL] Uh, to your facility.
[AGENT][NEUTRAL] With claim number 3544831.
[CUSTOMER][NEUTRAL] Hang on let me pull up.
[CUSTOMER][NEUTRAL] The last one we got.
[CUSTOMER][NEUTRAL] was paid on 118 for 31.
[CUSTOMER][NEUTRAL] Yeah, for $31.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEGATIVE] But we're still missing data service 1216. We never did get a check for that one.
[AGENT][NEUTRAL] 12:16.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then change on her phone.
[AGENT][NEUTRAL] No, I do show that we have a claim that was reported on 12/16 that was paid.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, somebody spoke with somebody.
[AGENT][NEUTRAL] Because it was paid $41.
[CUSTOMER][NEUTRAL] What was that date of service, the [PII]?
[AGENT][NEUTRAL] Yeah, but, well, it was reported on [PII].
[AGENT][NEUTRAL] But the data service is actually [PII]. OK, let me in here. I have, let me go back to my original.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Data service that you gave me and pull that information back up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because she came in for cleaning and then she came back for an extraction.
[CUSTOMER][NEGATIVE] And the extraction was paid for, but the cleaning never was.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so she came in for a cleaning on that day and an extraction on that day.
[CUSTOMER][NEUTRAL] On [PII]. OK, scratch this extraction. That was back in [PII]. I'm looking at the wrong date just for the cleaning data service [PII], 24. She never she, that's the only service for this year.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me look and see, um.
[AGENT][NEUTRAL] [PII], that's gonna be 35596.
[AGENT][NEUTRAL] 65 let me look up this one real quick. This is the one that's on [PII] for prophylaxis OBI.
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] I'm showing that on [PII].
[AGENT][NEUTRAL] She had procedure 1110.
[AGENT][NEUTRAL] 0120 and 0274 done.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We paid $60 on.
[AGENT][NEUTRAL] 1110 and we paid $29 on 0120.
[CUSTOMER][NEUTRAL] Yes, can you, can you hang on just a second?
[AGENT][NEUTRAL] Let me get the check number.
[AGENT][NEUTRAL] Yeah.