AccountId: 011433970860
ContactId: 6ade6030-3272-46ef-8f3d-d198611516ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554940 ms
Total Talk Time (AGENT): 124531 ms
Total Talk Time (CUSTOMER): 124055 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6ade6030-3272-46ef-8f3d-d198611516ee_20250408T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Pros office speaking on plan standards.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. May I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, sure. My callback number is [PII], no extension number.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number 01828760. Patient name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And what's dog's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said a policy number was 018287?
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] 60. OK, thank you. Let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service [PII] and the bill amount is $327 even.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the balance which we left $70.
[AGENT][NEUTRAL] OK. And may I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh, sure. The primary leftover the balance of $70 as a co-payment.
[CUSTOMER][NEUTRAL] And uh what information are you asking?
[AGENT][NEUTRAL] The facility name?
[CUSTOMER][NEUTRAL] OK, first name is Digestive Consultant LLC.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yes, please. Sorry.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the policy pulled up the claim pulled up. The claim number is 35306.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 38
[AGENT][NEUTRAL] The claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK, when it was when it was processed on the [PII]?
[AGENT][NEUTRAL] Yes, it was processed and denied because office visits are not covered under the patient's policy and let me give you the date that we received it and processed it.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, we received it on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And processed it on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Could you please fax me a copy of your bill?
[AGENT][NEUTRAL] Yes, sir. May I get your fax number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, sure, before that, can we bill the patient for the balance since office office visits are not covered as per the patient's plan, right?
[AGENT][NEUTRAL] We don't give patient responsibility because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK, uh, please, uh, send us a copy of COB. I'll give my fax number.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir. Go ahead.
[CUSTOMER][NEUTRAL] Uh, just give me a second.
[CUSTOMER][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] And attention to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, attention to.
[CUSTOMER][NEUTRAL] The patient account number which is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh yeah. Attention to the patient account number which is [PII].
[CUSTOMER][NEUTRAL] [PII] and how long will it take to receive the EOB?
[AGENT][NEUTRAL] Uh, you should like in the next 10 minutes I'm gonna, uh, go ahead and fax it. I'm gonna put you on a brief hold and I'm gonna get that fax ready while we're on the phone together and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thanks for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Perfect. And can I have the reference number for this call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] [PII], OK. Tori Street. OK, thank you very much for your assistance. So you have a wonderful day. Bye for now.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL. Is there anything else I can help you with before we hang up?
[CUSTOMER][POSITIVE] Uh, no, nothing else. That's it. Thank you once again.
[AGENT][POSITIVE] All right. You have a good day. Thank you.