AccountId: 011433970860
ContactId: 898afc20-e220-4adc-bdcc-0a6060e5fa32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288549 ms
Total Talk Time (AGENT): 101697 ms
Total Talk Time (CUSTOMER): 101681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/898afc20-e220-4adc-bdcc-0a6060e5fa32_20250221T17:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] calling from provider's office, checking on plane status and how are you doing today?
[AGENT][NEUTRAL] I'm fine. I can verify claim status for you and you say your name is again?
[CUSTOMER][NEUTRAL] My name is [PII] Could you please spell your name?
[AGENT][NEUTRAL] Sure, [PII] and last initial [PII] and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number which is starting from 01947597 Mary Lima 7.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] And uh [PII], the date of birth date [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount for $2,862 even?
[AGENT][NEUTRAL] I'm sorry, what was that total charge amount, 2000.
[CUSTOMER][NEUTRAL] 2 $2,862.
[AGENT][NEUTRAL] OK, thank you. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] The primary applied towards the.
[CUSTOMER][NEUTRAL] Uh, deductible is $177.50.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII]. OK, where you're calling from?
[CUSTOMER][NEUTRAL] Mhm. Yes. I'm on your portal itself. I just, I just require the claim number.
[CUSTOMER][POSITIVE] Yes, I do. I'm in your portal itself.
[CUSTOMER][NEUTRAL] Calling from Gastro Health.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK. I'm showing that claim processed as, give me a moment.
[CUSTOMER][NEUTRAL] Help me out with the claim number, please. I'm just saying, just verifying on your portal itself. Thank you.
[AGENT][NEUTRAL] Uh-huh. Claim number 3552283.
[CUSTOMER][NEUTRAL] 35522883, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And it looks like we need a detailed EOB.
[CUSTOMER][POSITIVE] Which is correct.
[CUSTOMER][NEUTRAL] Oh, requesting for copy of primary OB?
[AGENT][NEUTRAL] A detailed primary EOB.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] When did you receive the claim?
[AGENT][NEUTRAL] Uh, this claim received [PII], processed [PII].
[CUSTOMER][NEUTRAL] What is the timely filing to submit the copy of primary UB?
[AGENT][NEGATIVE] Uh, there's not a timely falling.
[CUSTOMER][NEUTRAL] No TFL too, sir.
[CUSTOMER][NEUTRAL] And I do have the address where we can submit the copy of your uh
[CUSTOMER][NEUTRAL] [PII]. Is that right address?
[AGENT][NEUTRAL] No, our mailing address changed. When you're ready, I can give you the correct address.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][NEUTRAL] Call reference number for today?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] First and your last name. Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] In