AccountId: 011433970860
ContactId: 7f5c9b28-381f-4e64-9c9e-f995684fc57d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457589 ms
Total Talk Time (AGENT): 92500 ms
Total Talk Time (CUSTOMER): 146605 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/7f5c9b28-381f-4e64-9c9e-f995684fc57d_20250103T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Uh, I just called a few moments back and uh forget to call get rid of the UOB from the insurance, so.
[AGENT][NEUTRAL] OK, I can barely hear you. Can you talk up just a little bit?
[CUSTOMER][NEUTRAL] I'd like
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from the provider's office, and I'm looking for a patient claim status.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII], uh, with the direct line, oh sorry, with the extension of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 01.
[CUSTOMER][NEUTRAL] 665298
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Uh, it's for [PII] for the amount of $152.
[AGENT][NEUTRAL] April
[CUSTOMER][NEUTRAL] Yeah, sorry, it's [PII].
[AGENT][NEUTRAL] So that's 4:30, 24 for 152.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a moment, let me look that up.
[CUSTOMER][NEUTRAL] I'm sorry if I'm rushing.
[AGENT][NEUTRAL] OK, what's one of the procedure codes that's on that bill?
[CUSTOMER][NEUTRAL] Uh, it's 82306. Uh, it's a screening code, I think so.
[CUSTOMER][NEUTRAL] The diagnosis is for screening, yeah.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, we did get that claim in. This policy does not cover wellness.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the screening coverage is not available for the patient, right?
[AGENT][NEGATIVE] Right, it's not covered.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] 346-2200
[CUSTOMER][NEUTRAL] 346-2200.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you for the information, uh, [PII]. And uh could you please, uh, we haven't received the UB from your insurance. Could you please fax us the UOB?
[AGENT][NEUTRAL] I can fax it to you this time for future references we have an online service center where you can get claim status and copies of explanation of benefits.
[AGENT][POSITIVE] That is secured.
[CUSTOMER][NEUTRAL] Uh, could you please guide me through the web?
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's uh [PII], right?
[AGENT][POSITIVE] That's correct. You can get all claim status and copies of explanation of benefits.
[CUSTOMER][NEGATIVE] Uh, the web link is not opening.
[CUSTOMER][POSITIVE] Oh yeah, I just got it.
[CUSTOMER][NEUTRAL] And uh do I need to uh just start for this.
[CUSTOMER][NEUTRAL] Yeah, uh, just a moment uh let me just create the sender.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the patient account number is [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Next is
[CUSTOMER][NEUTRAL] Just give me a moment uh let me just uh pull this up.
[AGENT][NEUTRAL] What's your fax number? I can be faxing this to you.
[CUSTOMER][NEUTRAL] Paid documents.
[CUSTOMER][NEUTRAL] Yeah, sure. The fax number will be 847.
[CUSTOMER][NEUTRAL] 380
[CUSTOMER][NEUTRAL] 3960.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need this uh under the attention of my supervisor. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so we ain't having a meeting.
[AGENT][NEUTRAL] Till [PII].
[CUSTOMER][NEUTRAL] OK, uh, oh, can we receive this with RD?
[AGENT][NEUTRAL] Oh, I can't hear you. What did you say?
[CUSTOMER][NEUTRAL] Uh, I'll check, uh, I download the.
[CUSTOMER][NEUTRAL] You uh you will be from the [PII] and I wish you could also fax it to us.
[AGENT][NEUTRAL] OK, I already faxed it to you.
[CUSTOMER][POSITIVE] Thank you, thank you, [PII]. By the way, can I get the reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] And the last name initial please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. You have helped me a lot and thank you for the information. I just want to confirm the patient's effective date [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you, thank you all, [PII], and I wish you have a nice day. Bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.