AccountId: 011433970860
ContactId: 6f7c1a0a-114f-42a9-a072-fa93f5478f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350359 ms
Total Talk Time (AGENT): 100899 ms
Total Talk Time (CUSTOMER): 66425 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6f7c1a0a-114f-42a9-a072-fa93f5478f01_20250421T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII]. I'm calling from provider's office in regards to a claim status, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with claim status. Can I please get your call back number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is um the patients that I'm sorry first let me get the facility name that you're calling from.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Integrated anesthesia Associates.
[AGENT][NEUTRAL] May I get patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, this is gonna be for [PII]. Date of birth [PII] and the ID number 02476613.
[AGENT][NEUTRAL] Let me pull that up real quick.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Data services [PII] and the total bill amount of 1400 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] I'm sorry, one more time?
[AGENT][NEUTRAL] With the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] I'm not showing any other insurance.
[AGENT][POSITIVE] OK alright let's look this claim up real quick. I'm gonna put you on a quick hold while I pull this claim in for us and I'll be right back OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. So I do have the claim number it is 357-475-55.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] And do you happen to know who that is?
[AGENT][NEUTRAL] Let me look and see on the group if I can get that information for you real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Give me just a minute while I pulls in. It's United Healthcare.
[CUSTOMER][NEUTRAL] And I'm just gonna push my luck a little bit more, do you know uh or able to provide me that ID number?
[AGENT][NEUTRAL] I don't have that information.
[CUSTOMER][POSITIVE] It's OK, I appreciate your help. I can take a reference number when you're ready, please.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much you have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII], is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, thank you, yeah.
[AGENT][POSITIVE] Alright well you have a wonderful rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.