AccountId: 011433970860
ContactId: 7a31d906-9dab-4268-bc5b-639c8d598de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218309 ms
Total Talk Time (AGENT): 109257 ms
Total Talk Time (CUSTOMER): 70748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/7a31d906-9dab-4268-bc5b-639c8d598de7_20250307T20:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the provider's office. I need to check on a claim status, but before we proceed, I would like to inform you that this call is being recorded for training quality purposes. Is that OK with you?
[AGENT][NEUTRAL] Yes, that would be fine with me. You said your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], thank you and a callback number please, [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02502445. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and it would be a pleasure to assist you with that claim status for [PII]. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Yes, I have a date of service of [PII].
[AGENT][NEUTRAL] [PII]. And what is the billed amount, please?
[CUSTOMER][NEUTRAL] $1,005 even.
[AGENT][NEUTRAL] And the facility name please, Alden.
[CUSTOMER][NEUTRAL] Yes, it's Vital MD Group Holding LLC.
[AGENT][NEUTRAL] All right, thank you. I can help you with that claim status. We did receive that claim on [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim is pending for the primary EOB. We are secondary to the policyholder's major medical coverage.
[CUSTOMER][NEUTRAL] OK. So can I get the fax number to fax the primary OB?
[AGENT][NEUTRAL] You should
[AGENT][NEUTRAL] Absolutely. The fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Yes, sir, and that can come straight to our claims department.
[CUSTOMER][NEUTRAL] OK, and attention to?
[AGENT][NEUTRAL] Claims and you don't uh we've already got that hipo if you you can just fax the primary EOB.
[AGENT][NEUTRAL] Referencing that claim number and policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the claim number?
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 6798.
[CUSTOMER][NEUTRAL] 3556798. And can I get the call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Call reference number would be my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it's this much only. Thank you so much for your assistance, [PII] and have a great day. Goodbye.
[AGENT][POSITIVE] I, I hope you do too, [PII] and have a great weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Bye bye bye.
[CUSTOMER][POSITIVE] You too, happy weekend.