AccountId: 011433970860
ContactId: 6507b479-014c-45bc-8ca2-e53b41bc51e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484079 ms
Total Talk Time (AGENT): 142762 ms
Total Talk Time (CUSTOMER): 183037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6507b479-014c-45bc-8ca2-e53b41bc51e4_20250514T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi. My name is [PII]. Initial to my last name is [PII], calling from the Atlanta Women's Health Group. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good thanks for asking.
[AGENT][POSITIVE] You're very welcome. Hi, can I get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure, sure, sure. Just a moment. Uh OK. So our callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you, sir. How can I help you today?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh, actually, I just want to know the claim status for the member. Could you please help me with that?
[AGENT][NEUTRAL] Yes sir, I can help you with claim status. May I please get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Of course, before proceed this call, I just want to tell you that this call may be recorded for quality and training purpose. Are you comfortable with recording line?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. So, my policy number is 2045.
[CUSTOMER][NEUTRAL] 2590, M as in Mike, L as in Lima, 88.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Let me look up that policy so I can get you that claim status.
[CUSTOMER][NEUTRAL] Your voice is breaking. Could you please repeat it again?
[AGENT][NEUTRAL] Yes, I'm looking up the policy so I can get you claim status.
[CUSTOMER][NEUTRAL] Yeah, I just want to know the claim status for this member.
[AGENT][NEUTRAL] OK. And can you repeat the policy number for me one more time, please?
[CUSTOMER][NEUTRAL] Yeah, sure. 02.
[CUSTOMER][NEUTRAL] 452
[CUSTOMER][NEUTRAL] 590
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, alright, I've got it pulled up and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] and charge amount is $677.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You want to pay the amount for primary insurance?
[AGENT][NEUTRAL] No uh the balance after.
[AGENT][NEUTRAL] The primary paid?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh previous insurance paid 364.98 and co-insurance is 38.93% and 25 is co-pay.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 25. OK, thank you. And then may I please have the name of the facility you're calling from?
[AGENT][NEUTRAL] May I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Atlanta Women's Health Group.
[AGENT][NEUTRAL] OK, all right, [PII], I'm gonna put you on a quick hold while I look up that claim for us and I'll be right back, sir.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So looking on data service of uh [PII], I do not find a claim on file for that day of service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, you did not get any claim for this member.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know the correct payer ID for this and mailing address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, the payer ID number is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can send claims to APL claims and that is PO Box.
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And uh could you please confirm the group number for this member? Is it 25929?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. Could you please spell your first name for me?
[AGENT][NEUTRAL] Yes sir, it's [PII]
[CUSTOMER][NEUTRAL] I'm so sorry. Your voice is breaking. Could you please repeat it again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Try. OK. And your last initial?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] May I know your
[CUSTOMER][NEUTRAL] Uh, what's your last initial?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] As in [PII],
[CUSTOMER][NEUTRAL] [PII] is your last initial, right? [PII]
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Is it, uh, is there any call reference for today's conversation?
[AGENT][POSITIVE] Yes, you can use my name today's date.
[CUSTOMER][NEUTRAL] Your name [PII] and your last initial [PII] and your today's date, right? is the call reference for our today's conversation.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. So let me summarize this call as we, uh, so you said that that this claim is not on file, so I can confirm the payer ID and mailing address and we have to send it again to you on this, right, via electronically.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] For the information.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, sorry, for the information.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.