AccountId: 011433970860
ContactId: 67f9c440-f764-4813-88bc-8c9e6e43c915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153000 ms
Total Talk Time (AGENT): 59475 ms
Total Talk Time (CUSTOMER): 89601 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/67f9c440-f764-4813-88bc-8c9e6e43c915_20250303T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from a provider's office. I need to check the status of a claim for a patient.
[AGENT][NEUTRAL] OK, I can verify the claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK for you.
[CUSTOMER][NEUTRAL] the number please.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] No, that sounds like a payer ID number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] number.
[CUSTOMER][NEUTRAL] Oh yes, let me, let me pull that for you. Give me one moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] All right, it shows 02518616.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth of [PII].
[AGENT][NEUTRAL] OK, uh, I see. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The total bill amount of $329 even.
[AGENT][NEUTRAL] OK, and do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, uh, no, actually. Do you, do you have the primary insurance on file for this patient?
[AGENT][NEUTRAL] Uh, you will have to contact the patient to verify who their primary insurance with. The policy they have with us is a secondary supplemental policy, and also Mr. [PII], I do not show we received that claim.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Mhm. Got you. So the ID ID number what I gave you is the valid ID number starting with 025, correct?
[AGENT][NEUTRAL] Correct. That is their policy number with our company.
[CUSTOMER][NEUTRAL] And you're secondary to the patient.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And could you help me with an effective date of this patient policy?
[AGENT][NEUTRAL] Effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got you. And do you have a reference number for me, [PII]?
[AGENT][NEUTRAL] Uh, no, sir. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] First initial of your last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thanks for your time. You have a wonderful day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.