AccountId: 011433970860
ContactId: 796d3462-e175-41bd-ba1c-0bf758f1813c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512380 ms
Total Talk Time (AGENT): 90086 ms
Total Talk Time (CUSTOMER): 78168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/796d3462-e175-41bd-ba1c-0bf758f1813c_20250114T22:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Jaguar Therapeutics. Uh, I have a claim that I'd like to see the status for.
[AGENT][NEUTRAL] OK, I can help you with claim status. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][NEUTRAL] And the patient's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02496808.
[AGENT][POSITIVE] Thank you. Let me pull that policy in for us real quick.
[AGENT][NEUTRAL] OK, and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] for billed amount $251.
[AGENT][NEUTRAL] Thank you. And then what is the uh charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] 00, I don't have that with me. Like it's not in my system right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the facility? Did you say Jaguar? I, I'm sorry, I, I need to get that again.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Jaguar Therapeutics.
[AGENT][NEUTRAL] Therapeutics. OK. All right, Ms [PII], I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So I did find the claim.
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] I did find the claim. The claim number is 3512785.
[AGENT][NEUTRAL] It was paid $30.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] With check number 2006044.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, uh, [PII], would you be able to send me a copy of the UB via fax?
[AGENT][NEUTRAL] Yes, I can send you a copy by fax. Let me, um,
[AGENT][NEUTRAL] Get your fax number, please?
[CUSTOMER][NEUTRAL] Yeah, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I send that fax to you. I'll be right back.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] for um
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. That fax is on its way to you.
[CUSTOMER][POSITIVE] All right [PII], thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Well thank you you guys have a good night and thanks for calling APL.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.