AccountId: 011433970860
ContactId: 6be7c474-7167-4bd6-b3ae-16a6936cbe67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1266099 ms
Total Talk Time (AGENT): 256486 ms
Total Talk Time (CUSTOMER): 248709 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/6be7c474-7167-4bd6-b3ae-16a6936cbe67_20250422T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, [PII]. My first name is [PII], my last name is [PII] calling you from the provider's office looking for a claim status.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with the claim. Can I please get your call back number sir just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient ID is 016.
[CUSTOMER][NEUTRAL] 31918. And the patient's first name is uh [PII], and the last name is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] 121 2024. Total charge is $3,361 even.
[AGENT][NEUTRAL] OK, and what are just after the primary insurance?
[CUSTOMER][NEUTRAL] Uh, as for the primary insurance is UMR.
[AGENT][NEUTRAL] OK, what is the balance after the primary insurance paid their part of the claim?
[CUSTOMER][NEUTRAL] $347.46.
[AGENT][NEUTRAL] Thank you sir and then can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Uh, this is calling from Saint Francis Hospital.
[AGENT][POSITIVE] OK, thank you so much, [PII]. I'm going to put you on a brief hold while I look up this for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 3.922.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 342-9225.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So looking at the service of [PII]. I do not find a claim on file this insured for that date of service.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the memory effective date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the time you're planning living?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][POSITIVE] OK. Uh, thank you so much. Uh, let's move to the next patient.
[AGENT][NEUTRAL] OK, what's the patient's name, date of our name, date of birth, policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the patients, uh.
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and the
[CUSTOMER][NEUTRAL] Uh patient's ID is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]. OK, thank you, sir. Alright, let me pull up that policy.
[AGENT][NEUTRAL] OK, and then what is the data service for [PII] and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] total charge is $7,694.50.
[AGENT][NEUTRAL] OK, and what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, I'm sorry.
[AGENT][NEUTRAL] And then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, $250 even.
[AGENT][NEUTRAL] OK, and what's the name of the facility for [PII]?
[CUSTOMER][NEUTRAL] Uh, this is from the San Francis Hospital.
[AGENT][NEUTRAL] [PII] again. OK. All right, I am going to put you on a brief hold while I this claim up for us and I'll be right back, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, [PII]. So looking on data service for [PII], um, for [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK, uh, what is the member's effective date?
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. Uh, thank you. Let's move to the next question.
[AGENT][NEUTRAL] OK, and what's the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the patient's date of birth is [PII] and the first name is [PII], last name is [PII], and the patient ID is [PII].
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] The set of services, uh.
[CUSTOMER][NEUTRAL] [PII], total charge is $4270 even.
[AGENT][NEUTRAL] OK, and then the charges after the primary paid?
[CUSTOMER][NEUTRAL] After the primary, it was uh $135 even.
[AGENT][NEUTRAL] OK, thank you, and then is this also for [PII] [PII]?
[CUSTOMER][NEUTRAL] Uh, this is on the Memorial Regional Medical Center.
[AGENT][NEUTRAL] OK, it's gonna be a quick hold again. I'm gonna look this one up and I'll be right back sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on this data service, I do not find a claim on file. The effective date of this policy is [PII].
[AGENT][NEUTRAL] The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] OK, uh, thank you. Let's move to the next patient I have uh just.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Do more data service for different patients.
[AGENT][NEUTRAL] OK, that's OK. I don't mind. What's the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth is uh [PII]. 1st name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] And the patient's ideas um.
[CUSTOMER][NEUTRAL] 023343778.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up [PII]'s policy.
[AGENT][NEUTRAL] OK, and then what is Michael's data service and charge amount?
[CUSTOMER][NEUTRAL] Um, the date of service is [PII]. Total charge is $1,359 even.
[AGENT][NEUTRAL] OK, and then the charge after the primary paid?
[CUSTOMER][NEUTRAL] After the primary pay $236.18.
[AGENT][NEUTRAL] Thank you and is this what's the name of the facility for this one?
[CUSTOMER][NEUTRAL] San Francis Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again. I'll be right back sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII], this is the same situation. There's no claim on file and the effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, thank you. Let's move to the last patients.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patients are.
[CUSTOMER][NEUTRAL] The patient's first name is [PII], last name is [PII]. Date of birth is [PII]. And the patient's uh
[CUSTOMER][NEUTRAL] ID is 02493350.
[AGENT][NEUTRAL] OK, let me look that.
[AGENT][NEUTRAL] OK, and then what is Mary's data service?
[CUSTOMER][NEUTRAL] Uh, [PII] total charges $21,423.13.
[AGENT][NEUTRAL] OK, and then charges after primary?
[CUSTOMER][NEUTRAL] Um, after primary, uh, $1,883.30.
[AGENT][NEUTRAL] OK, and what is the name of the facility for [PII]?
[CUSTOMER][NEUTRAL] Saint Francis Hospital.
[AGENT][NEUTRAL] OK. Quick hold again. I'll be right back, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. We have the same situation with this one there's no claim on file.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, thank you so much and do you have any caller reference number?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK. Uh, thank you. That's all I need for today and have a very blessed day.
[AGENT][POSITIVE] You have a blessed day too, [PII]. Thank you so much for calling APL. Thank you, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.