AccountId: 011433970860
ContactId: 77b630dd-fa93-430c-bb84-9e36428e4e83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387119 ms
Total Talk Time (AGENT): 93107 ms
Total Talk Time (CUSTOMER): 68322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/77b630dd-fa93-430c-bb84-9e36428e4e83_20250325T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name's [PII] and I'm calling from NMed Health to check on the claim please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your callback number just in case the call gets disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII], that is a direct number.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII]. Policy number is 02456473.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Excuse me, total charges are $25,918.94.
[AGENT][NEUTRAL] Thank you and then can you give me the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yes, $2,052.76.
[AGENT][NEUTRAL] OK, and you said you're calling from AMed Health, is that correct?
[CUSTOMER][NEUTRAL] And it's spelled [PII] and Med.
[AGENT][POSITIVE] And med. OK, thank you. I appreciate that. Alright, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] 052
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi Ms. [PII], thank you for holding for me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I looked on data service from [PII] and I do not find a claim on file for either amount that you've given me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I fax that to you?
[AGENT][POSITIVE] Absolutely. Let me give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I'll send that in the primary EOV.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][NEUTRAL] Is there
[AGENT][POSITIVE] You're welcome. You're very welcome. Is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, but thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a, you're so welcome. I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.