AccountId: 011433970860
ContactId: 699580df-67c3-4473-8096-487f3a7709d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493519 ms
Total Talk Time (AGENT): 120149 ms
Total Talk Time (CUSTOMER): 136789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/699580df-67c3-4473-8096-487f3a7709d4_20250312T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Happy Healthcare on a recorded line to check on your claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes I can and can you please spell your name for me?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, sure. My first name, [PII].
[AGENT][NEUTRAL] OK thank you already and then um you're needing claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name, [PII], and last name, [PII]. And date of birth, [PII].
[AGENT][NEUTRAL] And what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] 0186
[CUSTOMER][NEUTRAL] 7004
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of service and charge amount?
[CUSTOMER][NEUTRAL] The date of service, [PII]. And the bill amount.
[CUSTOMER][NEUTRAL] $888.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEGATIVE] Sorry, I did not get your point.
[AGENT][NEUTRAL] What's the charge amount after the primary insurance paid their part part?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I'm checking. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Apo checking. Hello, are you there?
[AGENT][NEUTRAL] What did you say ma'am? Can you repeat? hello, I'm here.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, yeah. The primary allowed the deductible of $205.34.
[AGENT][NEUTRAL] OK. And then what is the name?
[CUSTOMER][NEGATIVE] And we did not receive any payment.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] OK, and what is
[AGENT][NEUTRAL] What is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Apria Healthcare.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah, hello.
[AGENT][NEUTRAL] Can you please repeat the data service for me one more time?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] OK, alright, a brief hold again I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me.
[AGENT][NEGATIVE] I looked on the data service of [PII] and I do not find a claim on file.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, hello.
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] So looking on [PII], there is not a claim on file.
[CUSTOMER][NEUTRAL] Yeah, I'm audible.
[CUSTOMER][NEUTRAL] And I will just explain.
[AGENT][NEGATIVE] I'm sorry, I can't understand you. your, your microphone is too far.
[CUSTOMER][NEUTRAL] Can we submit this claim?
[AGENT][POSITIVE] Yes yes you can resubmit it.
[CUSTOMER][NEUTRAL] OK may I have the ACS pay ID and address?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] 0801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK the address.
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] That's in [PII] City, [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, thanks for the information. I will forward the information on the next one.
[AGENT][POSITIVE] OK and thank you and you have a great day and thanks for calling APL bye bye.