AccountId: 011433970860
ContactId: 53f7b886-da68-4b71-9fea-08821642c58c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215059 ms
Total Talk Time (AGENT): 89001 ms
Total Talk Time (CUSTOMER): 75494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/53f7b886-da68-4b71-9fea-08821642c58c_20250121T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII] calling from Intermountain Healthcare. I just need to verify status on a medical claim, please.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please? Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I have, I have 02141739 M as in Michael, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please, and again, you're calling for claims status. I can assist you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Thank you and may I have the date of service and the total charge amount please?
[CUSTOMER][NEUTRAL] Yes, [PII] and it was $246.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And if you could verify the procedure code or codes bill for the service state for the member.
[CUSTOMER][NEUTRAL] Um, yes, um, I have three different codes, um, the 1st 1 99213.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then 87,880 and 87804.
[AGENT][POSITIVE] OK, thank you so much for the information, [PII]. One moment.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Thank you, and it shows that we received the claim and we are requesting the explanation of benefits from the primary insurance provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So you guys are showing a secondary?
[AGENT][NEUTRAL] Yes, we are secondary.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK. And does it indicate who the other insurance is?
[AGENT][NEUTRAL] Let me check to see if the information is available. One moment please. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And also I'm sorry, [PII], you're able to check claim status by visiting our secure portal at [PII], but in addition to that, let me also provide you with the excuse me, the claim number please while I get the information for you next. OK, it is 354-531-3.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm still looking for the information for you to see if it's available one moment please.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. It shows that it may be United Healthcare.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, I'll contact the member as well and then [PII], is there a reference number for our call today?
[AGENT][NEUTRAL] No, but you can use my name. My last initials, no, I'm so sorry. You can use my name. My last initial is [PII], and today's date, please.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds great thanks so much for your help today I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL and have a good day.
[CUSTOMER][NEUTRAL] You too. mm bye bye.
[AGENT][NEUTRAL] Bye.