AccountId: 011433970860
ContactId: 6624ad28-b21c-4e87-9b9c-10f6834f18b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573049 ms
Total Talk Time (AGENT): 133436 ms
Total Talk Time (CUSTOMER): 157207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6624ad28-b21c-4e87-9b9c-10f6834f18b3_20250210T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you please help me with the claim?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy ID is 016291.
[CUSTOMER][NEUTRAL] 06 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Callback number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Member's name, [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] D of service for this one, it is [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is $17,099.22.
[AGENT][NEUTRAL] And do you have the balance after Primary Insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yes. Uh, we have the balance for the amount of, uh, just allow me a second, it is for the $2,477.40.
[AGENT][NEUTRAL] OK and the name of the provider's office?
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK. I'm showing that claim process is needing the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Could you please confirm the claim number which you received?
[AGENT][NEUTRAL] 3548067. That is the claim number of this claim we process.
[CUSTOMER][NEUTRAL] OK. And I have a few more claims for the same reason that I don't, uh, do not have any EUB and the claim number. So could you please also help me with that?
[AGENT][NEUTRAL] OK. Are you just wanting the claim number?
[AGENT][NEUTRAL] Or you just checking the, OK. Uh, is it for the same patient or a different patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, different.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, what's the next policy number, please?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 171
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Member's name
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And the date of service amount of the charge?
[CUSTOMER][NEUTRAL] Date of service, [PII] and the bill charge is $859.94.
[AGENT][NEUTRAL] OK, and see.
[AGENT][NEUTRAL] OK, let me know when you're ready and give you that claim number.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] It is 354-729-1.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have any more or is that the last one?
[CUSTOMER][NEUTRAL] No, no, I have my um no.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what is next policy number?
[CUSTOMER][NEUTRAL] Policy ID is
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 233
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] My first name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service amount of the charge?
[CUSTOMER][NEUTRAL] Date of service, [PII].
[CUSTOMER][NEUTRAL] And total charge is $1,568.28.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, when you're ready, let me know. I'll give you that claim number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's 354-592-1.
[AGENT][NEUTRAL] It's needing the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2 more, last 2 more.
[AGENT][NEUTRAL] Oh, give me one moment.
[AGENT][NEUTRAL] OK, what is that next policy number, please?
[CUSTOMER][NEUTRAL] 025033
[CUSTOMER][NEUTRAL] 59 ML 8.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Ms name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, data service amount of the charge.
[CUSTOMER][NEUTRAL] [PII], total charge amount, $1,364.15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing this claim number is 3520193.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last one which I have is.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what is that last policy number, please?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 445
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Member's name, [PII] is. Date of birth, [PII].
[AGENT][NEUTRAL] OK, date of service amount of the charge.
[CUSTOMER][NEUTRAL] Data services
[CUSTOMER][NEUTRAL] [PII]. And the total charge is $3710.97.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] For [PII]. OK, let me know when you're ready, give me that claim number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's 351-693-3.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are welcome, [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[AGENT][NEUTRAL] Bye.