AccountId: 011433970860
ContactId: 8ad25321-126e-4c69-aeb2-434d2c3ece5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349510 ms
Total Talk Time (AGENT): 158246 ms
Total Talk Time (CUSTOMER): 115348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8ad25321-126e-4c69-aeb2-434d2c3ece5b_20250225T20:41_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII]. I'm calling from provider's office and I'm looking for claims.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with claims. What is a good callback number?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number that will be 01678802 M as Mike L as Lima 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's date of birth will be [PII] and the member's name will be [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with claim information for [PII].
[AGENT][NEUTRAL] And what is that data service?
[CUSTOMER][NEUTRAL] Uh, there's a range of service for this one that will be starting from [PII].
[AGENT][NEUTRAL] OK, bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the bill amount please sir?
[CUSTOMER][NEUTRAL] The amount will be $40,464 even.
[AGENT][NEUTRAL] All right, thank you. And the name of the facility, please, [PII]?
[CUSTOMER][NEUTRAL] Sure, just give me a second.
[CUSTOMER][NEUTRAL] Facility name is Good Smatton Medical Center.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Alright, now I'm showing that we've received that claim 3 times, the original claim.
[AGENT][NEUTRAL] Was received and paid and that received date, let me get that received date for you.
[AGENT][NEUTRAL] We received that date, that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And processed on [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And paid $1330.31 to Good Samaritan Medical Center.
[CUSTOMER][NEUTRAL] Uh, and, uh, the patient responsibility.
[AGENT][NEUTRAL] If we're secondary to the major medical, we don't determine patient responsibility.
[CUSTOMER][POSITIVE] OK, that's great. And how is pay it to paid by EFT or check?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] What is the checking number?
[AGENT][NEUTRAL] Check number is 2009708.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and this one is scheduled or not?
[AGENT][NEUTRAL] It cleared on [PII].
[CUSTOMER][NEUTRAL] 1028.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, as we do not receive you'll be for this one, so could you do one thing for me? Could you please send a copy of your via fax to me? Is it possible?
[AGENT][NEUTRAL] I can, but it's quicker if you get that on our portal. We do have a provider portal for claim status, EOBs and claim submission.
[AGENT][NEUTRAL] And that portal address is at [PII] and I can help you get that EOB online if you'd like to go to that website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for next time I will, I will take.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This as a
[AGENT][NEUTRAL] Yeah, so what
[CUSTOMER][NEUTRAL] Yeah, uh, but for this time, yeah, uh, but for this time, could you please send that copy of your.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I'm working on that for you, [PII]. Now on that portal you'll have 24/7 access for claim status, EOBs, and you can also submit claims online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With that active portal account, mhm, and can I put this to your attention?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh yes, my to my name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and if you don't mind holding just one moment, let me get that prepared then I'll get that fax number from you and go ahead and send it for you, OK?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, [PII]. One moment please.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] I'm ready for the fax number, [PII].
[CUSTOMER][NEUTRAL] The fax number will be [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What were the last 4?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just to verify that fax number I'm sending this EOB to [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] [PII], that EOB is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. And uh could you please spell your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for the helping and thank you for assisting me. Could you please provide the reference number for our conversation?
[AGENT][NEUTRAL] Reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for your help. Have a great day.
[AGENT][POSITIVE] Been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day as well. Take care.