AccountId: 011433970860
ContactId: 6ee8ede9-fac7-4c0f-8b58-c1d053f6c9bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464119 ms
Total Talk Time (AGENT): 138247 ms
Total Talk Time (CUSTOMER): 110218 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6ee8ede9-fac7-4c0f-8b58-c1d053f6c9bb_20250204T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from the provider office regarding claim status and information. Are you able to help me?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. What is your uh callback number, sir, just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yeah, I can forward you know with that.
[CUSTOMER][NEUTRAL] Uh, the, uh, our callback number was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name was [PII].
[AGENT][NEUTRAL] OK, and patient's date of birth?
[CUSTOMER][NEUTRAL] And date of birth was [PII].
[AGENT][NEUTRAL] Thank you, and patients policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02456391.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] On data services [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the charge amount?
[CUSTOMER][NEUTRAL] Total charge amount was $932 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh just a minute.
[CUSTOMER][NEUTRAL] Actually, I'm not able to see that information regarding here.
[AGENT][NEUTRAL] OK. All right, and then what is the name of the facility?
[CUSTOMER][POSITIVE] Yes, it's L Amazing LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, no worries for that. Take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got the claim for you.
[AGENT][NEUTRAL] The claim number is 3505416.
[AGENT][NEUTRAL] The claim was denied.
[CUSTOMER][NEUTRAL] Can you please provide one second for me?
[AGENT][NEUTRAL] I'm sorry, sir, what did you just say?
[CUSTOMER][NEUTRAL] Can you please provide one second for me the claim number?
[AGENT][NEUTRAL] Yes, it's 3505416.
[AGENT][NEUTRAL] And the claim was denied because benefits are payable only if the major medical insurance provider provides benefits. If this claim is later paid by your major medical insurance, please send the explanation of benefits showing benefits were paid.
[CUSTOMER][NEUTRAL] You need the primary UV right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You need the primary to process the claim, right?
[AGENT][NEUTRAL] We'll need the primary EOB.
[CUSTOMER][NEUTRAL] OK. And may I know your good name, please?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 40.
[AGENT][POSITIVE] Yes, that's good. You did good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when you received the claim?
[AGENT][NEUTRAL] We received the claim on.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][NEUTRAL] We received the claim on [PII] and processed the claim on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is when we received, yes.
[CUSTOMER][NEUTRAL] [PII]. OK, sorry. [PII]. OK. And processed and denied on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You do primary UP, right?
[AGENT][NEUTRAL] No, we're the secondary, but we need the primary EOB.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I'm telling. You need the primary UB to process the claim, right?
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can you please provide the call reference number for this card? That's it for me.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] On this street, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, sorry, can you please tell the fax number as well if in case we have to submit the you will be for the fax we can submit the, submit the facts. That's right.
[AGENT][NEUTRAL] Yes, um, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII] you.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's it.
[AGENT][POSITIVE] You have a blessed day and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][POSITIVE] Bye-bye. You're welcome.