AccountId: 011433970860
ContactId: 8ada24e0-898e-447f-ba1d-5667c8a23ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470750 ms
Total Talk Time (AGENT): 136760 ms
Total Talk Time (CUSTOMER): 104205 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8ada24e0-898e-447f-ba1d-5667c8a23ae8_20250423T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your number?
[AGENT][NEUTRAL] Your callback number just in case the call is disconnected in your name.
[CUSTOMER][NEUTRAL] [PII]. My name is [PII].
[AGENT][NEUTRAL] OK, miss that and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII]. The policy number is 2002506174.
[AGENT][POSITIVE] OK, thank you so much let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And can you please give me the
[AGENT][NEUTRAL] Data service and the charge amount.
[CUSTOMER][NEUTRAL] OK, I have two different claims. This first one is 12-132024. That claim amount is $29,559.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I think that's the problem. You guys would feel um primary. I think that was the the error.
[AGENT][NEUTRAL] Oh yeah, well, I could still look it up and see if there's a remark on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Cause on the other one, yeah, you were the uh secondary.
[AGENT][NEUTRAL] Oh and then what is the uh huh.
[AGENT][NEUTRAL] OK, all right, and what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] McCloud Medical Sea coast.
[AGENT][NEUTRAL] OK, let me look this up for you. I'm gonna put you on a quick hold while I search for it, and I'll be right back with you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. I do not see that I'm on file for [PII] for that data service with that charge amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just get to rebuild it to um Blue Cross Blue Shield first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the 2nd?
[CUSTOMER][NEUTRAL] And then the other one, let me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The second one was.
[CUSTOMER][NEUTRAL] You need the amount after.
[CUSTOMER][NEUTRAL] The primary.
[AGENT][NEUTRAL] Uh, the data service and the, yes, the amount before and after.
[CUSTOMER][NEUTRAL] OK, um, 13 2025.
[AGENT][NEUTRAL] Service.
[CUSTOMER][NEUTRAL] And the month before is $5,013.
[CUSTOMER][NEUTRAL] And then the amount after is $2,054.98.
[AGENT][NEUTRAL] OK. And then.
[AGENT][NEUTRAL] I'm gonna put you on a quick hold and is it for the same facility, McCloud Medical Sea coast.
[CUSTOMER][NEUTRAL] It is. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] It's gonna be a quick hold again while I look this one up and I'll be right back with you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][POSITIVE] Thank you ma'am
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you very much for holding for me. So looking on that data service of [PII], I don't find the claim on file for that one either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me see what address this is going to.
[CUSTOMER][NEUTRAL] It's going to [PII].
[AGENT][NEUTRAL] Yes, and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] We also have fax number and a payer ID number if you would like those.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] Oh. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the payer ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And can I get the first digit of your last name and the reference number?
[AGENT][NEUTRAL] Yes ma'am, the initial is [PII] and you can use my name [PII]
[AGENT][NEUTRAL] And today's date for your reference?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye.