AccountId: 011433970860
ContactId: 6a448faf-43ec-45fe-bf68-e5ef3b92fe69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278459 ms
Total Talk Time (AGENT): 92267 ms
Total Talk Time (CUSTOMER): 89710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6a448faf-43ec-45fe-bf68-e5ef3b92fe69_20250404T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sir. This is [PII]. Could you help me with the claim status?
[AGENT][NEUTRAL] Yes sir, I can help you with claim status and you said your name was [PII]?
[CUSTOMER][POSITIVE] Yeah, right. You got it.
[AGENT][NEUTRAL] [PII], OK, I can help you, sir. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then uh what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] One moment, sir. Patient's name is [PII]. Date of birth is [PII]. And the member ID is going to be 02487866.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah I'm on
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, the service is $131 2025 with charge amount of $156 156 dollars 55 cents.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's uh one moment.
[CUSTOMER][NEUTRAL] It's a deductible. We have received a payment for one code, but we didn't receive for another code.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] It's uh $50.96.
[AGENT][NEUTRAL] OK and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] It's uh Camden Medical Supply.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for us and I will be right back sir.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], you said that data service was [PII] of.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, and you said that you've already received the payment. Do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] We have received payment for only one code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the uh claim number is going to be.
[CUSTOMER][NEUTRAL] No, I don't have any claim number here.
[AGENT][NEUTRAL] Right, because looking on
[AGENT][NEUTRAL] Of [PII] I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you process the primary deductible amount?
[AGENT][NEUTRAL] Could I process the primary deductible amount? No, I don't do claims processing, no, I don't do claims processing, you'll have to submit the claim and let it go through the process with the claims examiners.
[CUSTOMER][NEUTRAL] Yeah, for your insurance.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, got it. Could you help me with the call reference, please?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thanks so much. Thank you so much for helping me. Have a great weekend.
[AGENT][POSITIVE] You too. Thank you so much. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all for today. That's all for today. Thank you so much.
[AGENT][NEUTRAL] R
[AGENT][POSITIVE] Oh have a wonderful weekend and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye