AccountId: 011433970860
ContactId: 78cf791e-dd8f-42ef-9557-e67683b4e440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635710 ms
Total Talk Time (AGENT): 105304 ms
Total Talk Time (CUSTOMER): 109321 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/78cf791e-dd8f-42ef-9557-e67683b4e440_20250411T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. Could you help me with the claim status?
[AGENT][NEUTRAL] Yes, of course, [PII]. I can help you with claim status. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number. It's 02260096.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII] and the last name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yeah. The callback number is [PII]. That's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have the data service and a charge amount?
[CUSTOMER][NEUTRAL] Yes, uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $17,504.18.
[AGENT][NEUTRAL] OK, can you repeat that charge amount again?
[CUSTOMER][NEUTRAL] Sure, the charge amount is $17,504.18.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do not have a claim on file for data service [PII] for [PII].
[CUSTOMER][NEUTRAL] Yeah, I think that's [PII], I meant [PII]. Did you check that or?
[AGENT][NEUTRAL] 00, so [PII].
[CUSTOMER][NEUTRAL] No, ma'am. It's [PII], it's not [PII].
[CUSTOMER][NEUTRAL] Just uh I'm just confirming.
[AGENT][NEUTRAL] Yes, so in the beginning you told me [PII], and now you're saying it's [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. It's [PII], I said. Actually, just leave it. I do have a claim number. Could you check with that?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, sir. What's the claim number?
[CUSTOMER][NEUTRAL] Claim number is 3578036.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] It's Valley Regional Medical Center.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] And this was an ER visit, correct?
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like we paid $2,422.05 for this claim number.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm here. Thanks so much for that and
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] May I know the allowed amount?
[AGENT][NEUTRAL] Sorry, what was that?
[CUSTOMER][NEUTRAL] May I know the allowed amount for the claim?
[AGENT][NEUTRAL] Well, we do not have that information. I'm sorry.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, may I know how it was paid?
[CUSTOMER][NEUTRAL] Yes. May I know how it was paid?
[AGENT][NEUTRAL] It should be on the primary EOB submitted with their claim.
[CUSTOMER][NEUTRAL] Yes, ma'am. I do see that. I, I have an UOB but I mentioned that the claim is paid through fax. I'm see, I mean, check.
[CUSTOMER][NEUTRAL] And may I know the check is cash or not? Do you have that information?
[AGENT][NEUTRAL] You're wanting the check number?
[CUSTOMER][NEUTRAL] I do have the check number. I just want to know the check is cash or not.
[AGENT][NEUTRAL] It looks like the check was processed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] May I know when was
[CUSTOMER][NEUTRAL] It processed?
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] Then nothing else needed. May I get the caller reference number?
[AGENT][NEUTRAL] Yes, sir. It is.
[AGENT][NEUTRAL] It is [PII], my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And today's date?
[CUSTOMER][POSITIVE] OK, got that. Thank you so much, [PII], and have a wonderful day.
[AGENT][POSITIVE] OK, thank you. Thanks for calling APO. Have a good day.