AccountId: 011433970860
ContactId: 84029984-1bb9-4bd9-b9a2-9fcd9095af4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300700 ms
Total Talk Time (AGENT): 65618 ms
Total Talk Time (CUSTOMER): 63766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/84029984-1bb9-4bd9-b9a2-9fcd9095af4d_20250122T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm, I'm calling from a provider's office and I need to check claim status on a claim that we haven't had a response on.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII], my direct number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 02292666
[AGENT][NEUTRAL] OK, let me pull in that policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and what is the date of service?
[CUSTOMER][NEUTRAL] The data service is [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $387.
[AGENT][NEUTRAL] And then the charges after the primary insurance pay their part.
[CUSTOMER][NEUTRAL] OK, after the, um, primary paid they left $20 as a co-pay.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] MUSC physicians.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I pull in this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] For the data service [PII] and the amount that you gave me, I'm not finding the claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I can get the um resent is the address the um American Public Life Post Office [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] And we also have a payer ID number if you wanted to send it electronically.
[CUSTOMER][NEUTRAL] Alright, I'll get that.
[CUSTOMER][NEUTRAL] OK, what is that payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][POSITIVE] Uh, you too, thank you. Have a great day.
[AGENT][NEUTRAL] Mm bye-bye.