AccountId: 011433970860
ContactId: 61a964e4-acb6-4287-8ada-38ef1d7f3f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259290 ms
Total Talk Time (AGENT): 85233 ms
Total Talk Time (CUSTOMER): 118101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/61a964e4-acb6-4287-8ada-38ef1d7f3f17_20250128T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] from provider office. I need claim status.
[AGENT][NEUTRAL] Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. It's it's pronounced Robot.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 1533595
[AGENT][NEUTRAL] 153359.
[AGENT][NEUTRAL] 3 or 4.
[CUSTOMER][NEUTRAL] 4, no, 1533594.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] 594. OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And um the date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, uh, Robot, and you're calling for a claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we can help you with that information. Could you provide the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Mm, OK. Date of service is in [PII] and the total bill amount is $136.50.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said for [PII] $136.50?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that date of service on file for the patient.
[CUSTOMER][NEUTRAL] One minute, I double checked this question.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] One minute, just wait.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, that's what I have. I don't show a claim on file for this patient.
[CUSTOMER][NEUTRAL] OK, actually, primary insurance process the claim and uh for secondary insurance forward claim to the secondary insurance.
[CUSTOMER][NEUTRAL] We have submitted a claim to the secondary insurance.
[AGENT][NEUTRAL] How was the claims submitted?
[CUSTOMER][NEUTRAL] Uh, one minute, just to give you the information. One minute, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I have submitted the electronic claim on [PII].
[AGENT][NEUTRAL] So what I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, repeat your question?
[AGENT][NEUTRAL] I was gonna ask you what payer ID number was that sent to?
[CUSTOMER][NEUTRAL] One minute. I just checked. The payer payer ID is 04218.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me give you the correct payer ID number. Let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I am ready.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, 60801.
[AGENT][NEUTRAL] Uh-huh. And Robot, are you calling on behalf of the provider's office or are you a third party?
[CUSTOMER][NEUTRAL] Uh, I'm calling on behalf of the provider of.
[AGENT][NEUTRAL] And the provider's name?
[CUSTOMER][NEUTRAL] And provide a specialty name is Texas Surgical Care BLLC and the provider name is [PII].
[AGENT][POSITIVE] OK, any other questions I could help out with today?
[CUSTOMER][POSITIVE] Uh no, thank you so much for your assistance. What's your name, please spell for me.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call, [PII].
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. Have a nice day.
[AGENT][POSITIVE] You're welcome and thank you for calling APL robot. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye now.
[AGENT][NEUTRAL] Bye bye.