AccountId: 011433970860
ContactId: 5786bda8-8c30-4799-bd74-c81a1322e63f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211970 ms
Total Talk Time (AGENT): 96547 ms
Total Talk Time (CUSTOMER): 75529 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5786bda8-8c30-4799-bd74-c81a1322e63f_20250320T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if um a claim is on file and if it has been processed.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you. Do you, what is your name, please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] And policy number is 023893887.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the date of service is 624-24.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 624, 24.
[CUSTOMER][NEUTRAL] Mhm. And for $695.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] 26, 24.
[AGENT][NEUTRAL] And again, that data service 24/24, right?
[CUSTOMER][NEUTRAL] Uh, 62
[CUSTOMER][NEUTRAL] 624, 24. Mm mhm.
[AGENT][POSITIVE] Thank you. I, I think you give me some coffee, I promise.
[CUSTOMER][NEUTRAL] I got to do the same thing. I got to do the same.
[AGENT][NEUTRAL] Oh, let's see here.
[AGENT][NEUTRAL] And do you have, was that a professional fee claim?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] And what was that CPT listed on that claim?
[CUSTOMER][NEUTRAL] CPT listed is 99285.
[AGENT][NEUTRAL] You said that was for, what was the total bill amount?
[CUSTOMER][NEUTRAL] $695.
[AGENT][NEUTRAL] I am checking for that data service is 624-24.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't see a claim on file for that amount.
[AGENT][NEUTRAL] For that procedure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, you can actually fax that directly to our claims department with the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII] and I fax it to. OK.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will get this faxed over then. I have um it's about 123, it's 3 claims I'm sending with the same member, so I'll get it faxed today.
[AGENT][POSITIVE] All right. We'll be happy to get that taken care of, uh, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all in the call reference number.
[AGENT][POSITIVE] Call reference number is my name and today's date, and I spell my name [PII], it was a pleasure to help you with that claim status. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.