AccountId: 011433970860
ContactId: 7175bd95-0944-492e-ba58-12f81996e72e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541650 ms
Total Talk Time (AGENT): 131106 ms
Total Talk Time (CUSTOMER): 126513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7175bd95-0944-492e-ba58-12f81996e72e_20250122T16:50_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] calling from provider office to check on claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Give me just a moment.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][POSITIVE] Good job.
[CUSTOMER][NEUTRAL] 02544110.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] A good phone number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Give me 1 2nd, [PII], OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Your name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Alright and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you for what date of service?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] On the total charges of $323 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 323.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, and that's [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not show a data service of [PII] on file.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And may I know the pay, the effective date?
[AGENT][NEUTRAL] The policy effective date is [PII]. The policy is active at this time.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][NEUTRAL] And may I know the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I know the claim mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect then.
[CUSTOMER][NEUTRAL] Ma'am, may I know the time time limit?
[AGENT][NEUTRAL] In which to submit a claim, there's no timely filing limit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the reference number for this claim?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], you can also check your status on our online service center at [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, uh, could you please tell me the, uh, could you please spell out your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, I have a few more clients for the same number.
[AGENT][NEUTRAL] The date of service?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[AGENT][NEUTRAL] And would you like for me to help you create the online account to check your statuses?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you say yes?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, the date is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $387 even.
[AGENT][NEUTRAL] OK, how many date of service do you have?
[CUSTOMER][NEUTRAL] Uh, I have one more data service again.
[AGENT][NEUTRAL] And go ahead and give that to me please.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] And the total charge is $191.
[AGENT][NEUTRAL] 191.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the another one is number 12, [PII] and the total charge is $387 even.
[AGENT][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] OK, so I do not show [PII] for 191 received.
[AGENT][NEUTRAL] And then you gave me [PII].
[CUSTOMER][NEUTRAL] 12. Mhm.
[AGENT][NEUTRAL] For 387, is this a facility charge?
[AGENT][NEUTRAL] A hospital charge?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do see this one.
[CUSTOMER][NEUTRAL] It's a total charge.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, this is a different charge. I don't see the 3, the charge for 387.
[CUSTOMER][NEUTRAL] Different charge
[AGENT][NEUTRAL] What's the name of the hospital?
[CUSTOMER][NEUTRAL] Status. So.
[CUSTOMER][NEUTRAL] It's uh MUSC physicians.
[AGENT][NEUTRAL] OK, so is it a professional charge or is it a hospital charge?
[CUSTOMER][NEUTRAL] That's not a charge.
[AGENT][NEUTRAL] OK, I do not show that claim on file.
[CUSTOMER][NEUTRAL] So we need to submit the claim again, right?
[AGENT][NEUTRAL] Or yes, because we do not show it on file.
[CUSTOMER][NEUTRAL] And, and download the data service.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We do not show that claim on file.
[CUSTOMER][NEUTRAL] And down to the data services uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Thanks for the information. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye.