AccountId: 011433970860
ContactId: 59e707f7-8a46-4700-a671-7759792ff2a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497790 ms
Total Talk Time (AGENT): 146641 ms
Total Talk Time (CUSTOMER): 70796 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/59e707f7-8a46-4700-a671-7759792ff2a5_20250116T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ITL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, my name is [PII], and I'm calling to check the status of two claims for a patient.
[AGENT][NEUTRAL] OK, and you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're looking for claim status and what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII]
[CUSTOMER][NEUTRAL] And the last name is spelled [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 023 09765.
[AGENT][NEUTRAL] OK, let me pull her policy in for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service of the claim?
[CUSTOMER][NEUTRAL] Um, I have two data services. The first one is [PII].
[AGENT][NEUTRAL] OK, and then what is the charge amount?
[CUSTOMER][NEUTRAL] Uh, $300.
[AGENT][NEUTRAL] And then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, $10.
[AGENT][NEUTRAL] OK and then can you give me the name of the facility that you're calling for?
[CUSTOMER][NEUTRAL] Uh, on the Vital MD Group Holdings LLC.
[AGENT][NEUTRAL] OK, and then what is the second data service?
[CUSTOMER][NEUTRAL] Uh, [PII] with the same amount of 300.
[AGENT][NEUTRAL] And the same amount for after primary?
[CUSTOMER][NEUTRAL] $10 yes.
[AGENT][NEUTRAL] OK, alright, Ms. [PII], I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII]. I thank you for holding for me. I do have your information for your claims. So for data service [PII], the claim number is 352.
[AGENT][NEUTRAL] 0324.
[AGENT][NEUTRAL] And the claim was denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Now let me.
[AGENT][NEUTRAL] And then this
[CUSTOMER][NEUTRAL] I'm sorry to interrupt you. We mailed that information on [PII].
[AGENT][NEUTRAL] Let me look and see if I received it.
[AGENT][NEUTRAL] Oh, OK, I do see it and let me look and see it it gave it a different claim number so the claim number for this one is.
[AGENT][NEUTRAL] 354-5501.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 358 and it was paid with check number 2020358.
[AGENT][NEUTRAL] And the amount of $10?
[AGENT][POSITIVE] And let me pull up and I appreciate you bringing that to my attention.
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And then we also on your second claim.
[AGENT][NEUTRAL] The claim number is 354-548-9.
[AGENT][NEUTRAL] That one was also paid. It was paid with check number 2020357.
[AGENT][NEUTRAL] And it was paid $10 on [PII].
[CUSTOMER][NEUTRAL] OK, perfect. May I have to spell it on your name?
[AGENT][POSITIVE] Yes ma'am, you can spell it [PII]
[CUSTOMER][NEUTRAL] OK perfect and do you provide a reference number for my call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day, Miss [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.