AccountId: 011433970860
ContactId: 888551bb-579f-4b98-8d01-bae7a7300909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284640 ms
Total Talk Time (AGENT): 70496 ms
Total Talk Time (CUSTOMER): 84038 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/888551bb-579f-4b98-8d01-bae7a7300909_20250418T20:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling here from the provider office for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, and it's gonna be [PII].
[CUSTOMER][NEUTRAL] Some call
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] 01678802 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, thank you. And the uh patient name and date of birth?
[CUSTOMER][NEUTRAL] First and last name would be [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] OK, do you have that date of service?
[CUSTOMER][NEUTRAL] Yes, dinner service would be [PII].
[CUSTOMER][NEUTRAL] And the total amount would be
[CUSTOMER][NEUTRAL] $40,464.
[AGENT][NEUTRAL] OK. And was this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] This is for the inpatient.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, looks like we got it a few times. Let me find which one is.
[AGENT][NEUTRAL] And actually processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said 9:23 to 9:26, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, looks like we received that on 10-21-24.
[AGENT][NEUTRAL] That was processed and paid on [PII].
[AGENT][NEUTRAL] And we made a payment of 1,33031.
[CUSTOMER][NEUTRAL] And when it was processed and paid?
[AGENT][NEUTRAL] Uh, the dates I just gave you, um, that was, let me go back.
[AGENT][NEUTRAL] [PII] [PII] it was paid.
[CUSTOMER][NEUTRAL] And the paid amount is $1330.31 right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And is there any liation responsibility?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility as we're secondary policy.
[CUSTOMER][NEUTRAL] OK. And like, since we didn't, OK, uh, before that, uh, provide me the claim number.
[AGENT][NEUTRAL] 352-068-9
[CUSTOMER][NEUTRAL] Sure, thank you. And is there any check number available?
[AGENT][NEUTRAL] 20097008.
[CUSTOMER][NEUTRAL] And uh since we don't have any EOB yet, could you please help me out to request the EOB for this paid amount?
[AGENT][NEUTRAL] OK, are you wanting me to fax it to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Fax
[CUSTOMER][NEUTRAL] Yes, the fax number would be, just a second. It is [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] Alright, thank you so much and now what is the core reference number for this claim?
[AGENT][NEUTRAL] The reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And what is your initial last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. That's all I need for today. You have a nice day and happy weekend. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APLU as well.