AccountId: 011433970860
ContactId: 605310f2-91e1-4d14-9243-bacee70f124d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260690 ms
Total Talk Time (AGENT): 90453 ms
Total Talk Time (CUSTOMER): 66310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/605310f2-91e1-4d14-9243-bacee70f124d_20250509T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check on a claim please.
[AGENT][NEUTRAL] OK, I can help you with the claim status. um, can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you miss
[AGENT][NEUTRAL] [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number 01636012.
[AGENT][NEUTRAL] OK, let me pull up [PII]'s policy real quick.
[AGENT][NEUTRAL] Alright, and may I get the data service and the charge amount.
[CUSTOMER][NEUTRAL] Uh, 9:16 24, um.
[CUSTOMER][NEUTRAL] And it is for $130.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the responsibility to the patient was 7187.
[CUSTOMER][NEUTRAL] Looks search.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Washington Internal Medicine.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for us, and I'll be right back, ma'am. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking on data service of [PII], I do not find a claim on file at this time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, are we able to send it to you electronically or?
[AGENT][NEUTRAL] Yes ma'am, let me give you the claims um payer ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it's 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes ma'am, and there's not a timely filing limit so you can send it in at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if I can't get it to go through electronically, is it something I could fax to you?
[AGENT][POSITIVE] Yes ma'am, I can give you the fax number also.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][POSITIVE] Perfect. All right, very good. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] That is, thank you.
[AGENT][POSITIVE] All right. Well, you take care and have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.