AccountId: 011433970860
ContactId: 63a28aab-093c-47d1-abca-e0300fc180ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 984299 ms
Total Talk Time (AGENT): 263109 ms
Total Talk Time (CUSTOMER): 186542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/63a28aab-093c-47d1-abca-e0300fc180ee_20250520T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. My last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my contact number is [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the patients, um just.
[CUSTOMER][NEUTRAL] The patient's first name is [PII]. Last name is [PII] and the date of birth is [PII], I mean, [PII].
[CUSTOMER][NEUTRAL] And the patient's ID is.
[CUSTOMER][NEUTRAL] Patient's ID 02046872.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And could you please uh spell out your name for me please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] That of services, uh, [PII] total charge is $37,151.79.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, $4,734.30.
[AGENT][NEUTRAL] Thank you. And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Southside Regional Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this claim pulled up for you and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 42,835,858,423,585,840.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for calling for me [PII].
[AGENT][NEUTRAL] I do have the claim number. The claim number is 3573088, and I see it several times the claim has been submitted, but we're still waiting for the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh just um.
[CUSTOMER][NEUTRAL] OK, so, uh, what is the fax number?
[AGENT][NEUTRAL] The fax number sir is [PII].
[CUSTOMER][NEUTRAL] And uh is there any time if I?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] OK, thank you. uh, let's move to the next question.
[AGENT][NEUTRAL] OK. How many patients do you have, [PII]?
[CUSTOMER][NEUTRAL] Actually, today I have uh
[CUSTOMER][NEUTRAL] Still, I have 10 more claims for different patients, but uh please uh up to you you can assist me. I have 10 more claims.
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] OK, I can assist you with 3 and then you'll have to call back and get another operator, um, just because I have a meeting I need to be to.
[AGENT][NEUTRAL] So if you wanna go ahead and give me the next members.
[CUSTOMER][NEUTRAL] OK, uh, yes, that's.
[AGENT][NEUTRAL] Yes, go ahead and give me the next member's uh name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, the patient's ID is 22797007, and the patient's first name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, sir. Let me pull that one up.
[AGENT][NEUTRAL] OK and then what is [PII]'s data service and charge amount?
[CUSTOMER][NEUTRAL] [PII] and the total charge is $1820 even.
[AGENT][NEUTRAL] OK and the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, yes. After the primary, uh, the balance is $414.31.
[AGENT][NEUTRAL] OK, and what is the name of the facility, please?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK I'm gonna put you on a quick hold while I look up this claim for you and I will be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] To get everything taken care of?
[AGENT][NEUTRAL] So you got a black
[AGENT][NEUTRAL] to you for
[AGENT][NEUTRAL] 200
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] For $50 something dollars.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Get it painted.
[AGENT][NEUTRAL] But I have a bumper that's the same color as the car that I have, so he told me to give me the bumper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He's got a black
[AGENT][NEUTRAL] Are
[AGENT][NEUTRAL] They do the fender for 100.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] What about the light and the OK good.
[AGENT][NEUTRAL] Well, grill isn't gonna keep you from being able to drive though, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] They're like 300 or $400.
[AGENT][NEUTRAL] do
[AGENT][NEUTRAL] He and all that.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So looking on this one for the service of [PII], I do not find a claim on file for this member with the amounts that you've given me or the facility.
[CUSTOMER][NEUTRAL] OK, can I have the members effective date?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Alright, the effective date of the policy is [PII].
[AGENT][NEUTRAL] And the policy.
[AGENT][NEUTRAL] Laps on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And to no time.
[CUSTOMER][NEUTRAL] OK. Uh, let's move to the next question.
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Uh yes, the patients, uh the patient's first name is uh [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And the patient date of birth is [PII].
[CUSTOMER][NEUTRAL] And the patient's ID is 02341055.
[AGENT][NEUTRAL] OK, let me look up Miss [PII] real quick.
[AGENT][NEUTRAL] And then just so you know on all all of these claims, this one being the last one you can use my name [PII] and today's date for your um.
[AGENT][NEUTRAL] Verification number.
[AGENT][NEUTRAL] OK, and then what's [PII]'s um date of service and charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] total charge is $3,753 even.
[AGENT][NEUTRAL] OK, and then after the primary insurance paid?
[CUSTOMER][NEUTRAL] Um, the balance is $1,776 even.
[AGENT][NEUTRAL] OK and then what is the name of the facility for this one?
[CUSTOMER][NEUTRAL] Uh, it is a San Francis site.
[AGENT][NEUTRAL] Saint Francis again. OK. All right. I'm gonna put you on a quick hold and I'll be right back, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking at this one, the data service of [PII], I do not find a claim on file for Saint Francis.
[CUSTOMER][NEUTRAL] OK, uh, what is the member's effective date?
[AGENT][NEUTRAL] The effective date is.
[AGENT][NEUTRAL] [PII] and then the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, thank you. And is it possible for you to, uh, transfer me back in the queue?
[AGENT][NEUTRAL] Uh, there's not a way to do that. You just have to recall the number that you called originally and then somebody will pick up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK, then fine, thank you so much. That's all I need and have a very blessed day and.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You have a blessed day too and thank you for calling APL John bye bye.