AccountId: 011433970860
ContactId: 8e2f09aa-5c9f-42ce-a2d1-b402ddc817a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640070 ms
Total Talk Time (AGENT): 210531 ms
Total Talk Time (CUSTOMER): 169647 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/8e2f09aa-5c9f-42ce-a2d1-b402ddc817a2_20250314T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello [PII], myself [PII] here. I'm calling from provider's office to check on a claim status.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Can you please spell me your name and give me your callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's
[CUSTOMER][NEUTRAL] [PII], it's.
[CUSTOMER][NEUTRAL] Just in [PII] [PII].
[AGENT][NEUTRAL] Thank you and then what is your callback number please?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, the callback number would be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you sir. OK, and what is the name of the patient, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah, before that, can you please help me with the last name initial [PII]?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] Thanks. The patient's first name is [PII] and last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what's Miss [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 025416.
[CUSTOMER][NEUTRAL] 49
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and it was charged for $212.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance pay their part?
[CUSTOMER][NEGATIVE] Your voice is breaking. Sorry.
[AGENT][NEUTRAL] Yes, what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The charge amount was.
[CUSTOMER][NEUTRAL] $60 even.
[AGENT][NEUTRAL] OK, and one last question, can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, the first name is Savanna Multi Specialty Associate.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up that claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I, I do have the claim. The claim number is 3563967.
[AGENT][NEUTRAL] And we have a remark on the claim. It's a notice that I need to read to you.
[AGENT][NEGATIVE] We are unable to assign benefits to the provider of record due to a discrepancy with the provider's tax ID number.
[AGENT][NEUTRAL] A letter has been mailed to the provider with instructions on resolving the discrepancy. The provider will need to resolve the discrepancy with our office to resume receiving communications regarding claim decisions and benefit payments. Our claim decision, including any payable benefits for this charge has been sent to the insured. Please contact our office with any questions.
[AGENT][NEUTRAL] And that letter was sent to the provider.
[CUSTOMER][NEUTRAL] OK. Uh, but before that, Tory, I just wanted to know that we did, we have the the tax ID.
[CUSTOMER][NEUTRAL] We have billed the claim number under the tax ID [PII].
[AGENT][NEUTRAL] OK, all I can do is give you um the reason why the claim.
[AGENT][NEUTRAL] Has been.
[AGENT][NEUTRAL] Sent to the insured is because we're waiting for information from the provider.
[AGENT][NEUTRAL] About the tax ID number and until we get that information, we cannot give any more information other than that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So which information you guys need other than which document do you guys need?
[AGENT][NEUTRAL] Until we get the information we need, we're gonna continue to pay the insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But I just wanted to know which document you guys need to process this claim.
[AGENT][NEUTRAL] Uh, let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a quick hold while I, while I look that up.
[CUSTOMER][NEUTRAL] OK, sure, take your time. You are on hold.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In order for me to give you further help, I'm gonna have to get your um your business name, email address and direct number and we will have to have somebody uh call back.
[CUSTOMER][NEUTRAL] Uh, my name, my job title is accounts receivable, and the office name is Savanna Multi Specialty Associate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, yeah, definitely
[AGENT][NEUTRAL] And what was the name? What was your job title, sir?
[CUSTOMER][NEUTRAL] Accounts receivable.
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure. It's Alpha Charlie Charlie Oscar Uniform Nancy Tango.
[CUSTOMER][NEUTRAL] Sierra.
[CUSTOMER][NEUTRAL] Romeo
[CUSTOMER][NEUTRAL] Echo Charlie.
[CUSTOMER][NEUTRAL] Echo India.
[CUSTOMER][NEUTRAL] Victor
[CUSTOMER][NEUTRAL] Alfa Bravo Lima Echo.
[AGENT][NEUTRAL] OK thank you [PII] and then can you please spell the name of the facility for me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So and a multi specialty associate.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK and then can you give me a good call number that we can have somebody return the call on?
[CUSTOMER][NEUTRAL] Yeah, the callback number would be [PII]. It's a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, so I'm gonna send in a request for somebody to give a call back. It should uh receive a call back about the.
[AGENT][NEUTRAL] Information on the notice that was mailed to the hospital so that they can give us the right.
[AGENT][NEUTRAL] Tax identification information.
[CUSTOMER][NEUTRAL] Uh, sorry, I just need the document which document is required to process this claim. That's what I needed.
[AGENT][NEUTRAL] I can't
[AGENT][NEUTRAL] I can't give any more information I'll have to have somebody call you back.
[CUSTOMER][NEUTRAL] So when, so when I can expect the call?
[AGENT][NEUTRAL] Within 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, even you don't know the document which needs to be required, which is required for this, right?
[AGENT][NEUTRAL] No, I do not.
[CUSTOMER][NEUTRAL] OK, can you please help me with the call reference number?
[AGENT][NEUTRAL] Yes you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thanks for the information. Have a great day. Take care.
[AGENT][POSITIVE] You too [PII] thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.