AccountId: 011433970860
ContactId: 60c88b1f-b086-4697-880c-5472653e9406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635330 ms
Total Talk Time (AGENT): 148028 ms
Total Talk Time (CUSTOMER): 170830 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/60c88b1f-b086-4697-880c-5472653e9406_20250407T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking the claims. Could you please help me?
[AGENT][NEUTRAL] Yes, [PII], I can help you with claims. Uh, can I please get the name of the provider you're calling from?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, sure, ma'am. Uh, the provider name will be [PII].
[AGENT][NEUTRAL] OK, and then what is your callback number, Miss [PII], in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm. It is [PII].
[AGENT][NEUTRAL] Thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right. Uh, the policy number of this member is
[CUSTOMER][NEUTRAL] Um, just a 2nd. 982-075. And the member name is [PII] and date of birth is on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're looking for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] Mhm. And I missed your name. Can you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII] and the charge amount?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The date of service is on.
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII] and the bill amount is $408 even.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK. Uh, the remaining balance is $24.80.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] back with you again. Did, do you have another facility name for this claim?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Cause I don't see [PII].
[CUSTOMER][NEUTRAL] Oh yeah, it is for Emer Center of Emer Center of Columbus.
[AGENT][POSITIVE] OK, thank you. I'm gonna put you on a quick hold again I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me so I have the claim for you the claim number is 562-540.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the $24.80 was paid towards the deductible.
[CUSTOMER][NEUTRAL] OK, $24.80 was applied towards deductible. And can you please, uh, I just wanted to make sure the claim number is 562-540 because I missed something else, I guess.
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] Yeah, yeah. Uh, so the $24.80 was applied to its members deductible. And the claim number is 6, I'm sorry, 562,540. Is that right?
[AGENT][NEUTRAL] No, it's 356-2540.
[CUSTOMER][NEUTRAL] 3,562,540, got it, ma'am. And uh can you please help me with the claim receive date and process date?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello. Uh, I think you're talking on mute, ma'am. Hello.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, now I can hear you.
[AGENT][POSITIVE] OK, good, good, good deal. OK, yes, that um claim number 356,540.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. And can you please help me with the claim receive date and process date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] All right. And may I know the uh annual deductible and how much it has been met for this number?
[AGENT][NEUTRAL] There's not a deductible, um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Wait a minute. I'm sorry, I apologize. The deductible is $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. uh, so it is the annual deductible for this number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how much it has been met.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] The $24.80.
[CUSTOMER][NEUTRAL] Got it, ma'am. And uh can you please fax the EOB to us?
[AGENT][NEUTRAL] Yes ma'am, can I get your fax number?
[CUSTOMER][NEUTRAL] Sure, uh just a minute.
[CUSTOMER][NEUTRAL] Yeah, March.
[CUSTOMER][NEUTRAL] Uh, just a quick moment, ma'am. Yeah, the fax number is [PII].
[AGENT][POSITIVE] Yes, go ahead and take your time.
[CUSTOMER][NEUTRAL] Yeah, yeah. Uh, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] For sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm. All right. So, how long it would take to receive it, ma'am?
[AGENT][NEUTRAL] It's been sent.
[CUSTOMER][NEUTRAL] OK. And may I have the call reference number, please?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[AGENT][NEUTRAL] You spell my name.
[CUSTOMER][POSITIVE] Got it. Thank you and have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You have a good day too. Uh, is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][NEUTRAL] No, ma'am, that's all for the day.
[AGENT][POSITIVE] OK, well you take care and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.