AccountId: 011433970860
ContactId: 8fe255a7-9e21-4530-b5cc-6670ff7d88e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233600 ms
Total Talk Time (AGENT): 74290 ms
Total Talk Time (CUSTOMER): 77708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8fe255a7-9e21-4530-b5cc-6670ff7d88e8_20250519T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello, [PII]. Uh, good afternoon. This is [PII] calling from provider's office looking for a claim status.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. What is your callback number, sir?
[CUSTOMER][NEUTRAL] So the callback number is [PII] with [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the patient name is.
[CUSTOMER][NEUTRAL] OK. The patient name is [PII] and the date of birth is on [PII]. And the member ID it's gonna be 02521787.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up now. And what is her data service and charge amount?
[CUSTOMER][NEUTRAL] So the date of service on.
[CUSTOMER][NEUTRAL] [PII], with total charge amount is $1,0008 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary paid?
[CUSTOMER][NEUTRAL] So the primary insurance is USC.
[AGENT][NEUTRAL] OK, and then what's the balance after they paid their part?
[CUSTOMER][NEUTRAL] The balance is $550 even.
[AGENT][NEUTRAL] OK, thank you, sir. And the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] McLeo Physician associates.
[AGENT][NEUTRAL] OK, let me look this up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I just had um.
[AGENT][NEUTRAL] Somebody named [PII] call about this, not even an hour ago.
[AGENT][NEUTRAL] From your same facility.
[CUSTOMER][NEUTRAL] For this claim?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, there's no claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and the patient's policy?
[AGENT][NEUTRAL] Yeah, there's no claim on file under the patient's policy.
[CUSTOMER][NEUTRAL] OK, no, the patient's policy effective from?
[AGENT][NEUTRAL] Oh, the effective date is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the claim mailing address remains the same. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the pay ID is OK. The call reference number?
[AGENT][NEUTRAL] Is my name [PII], and today's date?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That's great. um, thank you so much for your assistance. Uh, I'll be resubmitting this claim.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK, thank you so much, [PII]. You have a wonderful night. Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Yeah, bye for now.