AccountId: 011433970860
ContactId: 7ab47e46-e8be-427d-812d-d697aa5c9546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408540 ms
Total Talk Time (AGENT): 65568 ms
Total Talk Time (CUSTOMER): 115409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7ab47e46-e8be-427d-812d-d697aa5c9546_20250131T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the provider office regarding the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claims. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And that's direct line?
[AGENT][NEUTRAL] Thank you, sir. And what is the um patient's name?
[CUSTOMER][NEUTRAL] It's a robot, uh.
[CUSTOMER][NEUTRAL] Decientes.
[AGENT][NEUTRAL] OK. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you. And his policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 01.
[CUSTOMER][NEUTRAL] 6602
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8. Did you get that?
[AGENT][NEUTRAL] Yes sir, 01660258 ML 8.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Thank you. What's the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. The date of service is uh [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] It's $340 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, wait a moment please. Let me, uh, check that in my system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Uh, so the primary pays, uh, is, uh,
[CUSTOMER][NEUTRAL] $87.06.
[AGENT][NEUTRAL] And that's what's remaining after the primary paid their part?
[CUSTOMER][NEUTRAL] No, no, like, uh, that's not remaining part, that's the part that is paid by the primary insurance.
[CUSTOMER][NEUTRAL] So, like, uh,
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The remaining part is around like uh $50 on a 99214 CPT.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility that you're calling for?
[CUSTOMER][NEUTRAL] So the I associates of humanity.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK. OK. OK. No issue. Take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, this is back with you. So looking on date of service of [PII], I do not find the claim on file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The claim not on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So yeah, that's it from my end for today's call.
[AGENT][POSITIVE] OK, well thank you [PII]. I appreciate you calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, have a great weekend. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.