AccountId: 011433970860
ContactId: 8ddccf3d-e4c5-4845-9a22-7e650990ba96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290059 ms
Total Talk Time (AGENT): 103675 ms
Total Talk Time (CUSTOMER): 60433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8ddccf3d-e4c5-4845-9a22-7e650990ba96_20250303T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] from provider's office. I'm calling for claim status please.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah. Uh, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02058901 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me look up that let's see real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that's for one.
[AGENT][NEUTRAL] OK, and then what is the service of the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $269.07.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, just $25 even.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] From JMG Special deposition.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Huh
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file for this policy number.
[AGENT][NEUTRAL] Oh, but let me look they've got an active policy that policy number you is uh not active so let's see if it it's on the active policy um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if he's even on there, OK.
[CUSTOMER][NEUTRAL] Can I have your name, please?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And the active policy number, let me give that to you.
[AGENT][NEUTRAL] Is 221-292-9.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can I have your mailing address, please?
[AGENT][NEUTRAL] OK, hold on, let me, uh, the mailing address is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And I don't find the claim on the active policy either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I have your timely filing for the information, please?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I think that's all I need for you now. Can I have your reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thanks so much for assisting me today and have a great day, [PII].
[AGENT][POSITIVE] You, you too, [PII]. Thank you for calling APL. You have a good week. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm