AccountId: 011433970860
ContactId: 613e82ea-e0f3-4bdc-a242-c9468f3bfdbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447609 ms
Total Talk Time (AGENT): 170159 ms
Total Talk Time (CUSTOMER): 105823 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/613e82ea-e0f3-4bdc-a242-c9468f3bfdbc_20250109T20:25_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I was trying to get status on a claim, please.
[AGENT][POSITIVE] Yeah, I'd love to help you with some claim status today. Can I have your name?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][POSITIVE] Perfect and may I also get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and what's the policy number we want to look at today?
[CUSTOMER][NEUTRAL] Um, 02319431.
[AGENT][NEUTRAL] 02319431
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Can you verify the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh first name [PII] [PII].
[AGENT][POSITIVE] Perfect thank you so much. I appreciate you doing that and.
[AGENT][NEUTRAL] Let's see what is the date of service for the claim you wanna look at?
[CUSTOMER][NEUTRAL] OK, what did you say? I'm sorry.
[AGENT][NEUTRAL] Oh, what was the date of service on that claim?
[CUSTOMER][NEUTRAL] Oh, for some reason I was drawing a blank.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 7 1024, you bet you and the total bill amount?
[CUSTOMER][NEUTRAL] 3,195.
[AGENT][POSITIVE] Perfect and give me just a moment to start looking for that my friend.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Do you have a
[AGENT][NEUTRAL] It's on
[AGENT][NEUTRAL] You said 3,195 correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let.
[AGENT][NEUTRAL] Sorry, I have a couple different claims I'm gonna check if you don't mind giving me a moment on them.
[CUSTOMER][NEUTRAL] You go ahead.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Savannah Multi Specialty Associates.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So the 4th year as soon as it all just.
[CUSTOMER][NEUTRAL] This 7070.
[AGENT][NEUTRAL] OK, it doesn't look like I'm seeing a claim on file that matches that charge or with that facility name.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so let me ask a question. So the address that we have, I have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the correct address?
[AGENT][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Do you have a payer ID?
[AGENT][NEUTRAL] Yes, the payer ID is 64556.
[CUSTOMER][NEUTRAL] You said 645-556?
[AGENT][NEUTRAL] Yes, and.
[CUSTOMER][NEGATIVE] Oh shucks.
[AGENT][NEUTRAL] You might reach out to IMA services to see if they have a copy of that claim on file, um.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Well, well, would it be different if we go through you or them? Is it a different?
[AGENT][NEGATIVE] Um, so with that policy, the policy they have, IMA takes all of the claims and then they like send them out after, so there's some claims that they pay and they don't even send to us.
[CUSTOMER][NEUTRAL] R
[AGENT][NEUTRAL] Um, but they, I don't know why, but they act as a middleman, and they're one of the only companies that does it, but on their policies they act as a middleman for all those claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I can give you their information, um, when you call them and you like go to talk to them, it will say like, um, for like medical benefits or something like that to press option 2 and you'll end up coming back to APL, but if you call them and press option 1, you'll end up getting to them and they were it so silly and I'm sorry about that but I can give you their phone number.
[CUSTOMER][POSITIVE] OK, that's all, no problem.
[AGENT][POSITIVE] Perfect, so the phone number is [PII], and then you'll wanna press option one or you're gonna end up back here with us.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, what's the call reference number?
[AGENT][NEUTRAL] You betcha. The call reference number for me is just gonna be my name, [PII], I cannot talk. [PII] and the first initial to my last name be like for today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so 19.
[CUSTOMER][NEUTRAL] OK, let me see if I have another claim that you if I have a different claim.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me close this one out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so let me see if you handle this one too.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, this one is for US Health or maybe not.
[CUSTOMER][POSITIVE] OK, alright, that's it thank you.
[AGENT][POSITIVE] Oh, it's my pleasure thank you so much for calling us here at APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright you too thanks.
[AGENT][POSITIVE] No worries, thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.