AccountId: 011433970860
ContactId: 8febdfd6-e2fe-4361-bcdb-e9a40d3dd4fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420190 ms
Total Talk Time (AGENT): 111169 ms
Total Talk Time (CUSTOMER): 95453 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8febdfd6-e2fe-4361-bcdb-e9a40d3dd4fa_20250512T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial [PII]. Calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please spell your first name for me?
[CUSTOMER][NEUTRAL] Sure. [PII]. Last name initial [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate that. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name, [PII] and the date of birth is [PII]. Member ID is [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. All right, I got [PII] pulled up and may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] bill amount $1,992 even.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] And we don't have the details.
[AGENT][NEUTRAL] OK, and then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Anastasia Associates Greater Miami.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim and I'll be right back, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Quit, [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I looked on data service of [PII], and I do not find a claim on file for that date of service from the provider you have given me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] 19 $1992. It doesn't find any claim?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Could you please check with this claim number 00?
[CUSTOMER][NEUTRAL] 06476252
[AGENT][NEUTRAL] OK, no, that's not our policy number, so I can't look on that, but the policy number you gave me is correct, and there's no claim on file for that date of service.
[CUSTOMER][NEUTRAL] No, no, I'm saying that is the client number.
[AGENT][NEUTRAL] No, that's not our claim number.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do you see a claim number that starts with a 3 and is seven digits long?
[CUSTOMER][NEUTRAL] 3. OK, one moment.
[AGENT][NEUTRAL] It would start with the 3 and be only 7 digits.
[CUSTOMER][NEUTRAL] Let's start with 3.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't have the claim number.
[CUSTOMER][POSITIVE] Audio are saying exactly.
[AGENT][NEUTRAL] OK, yeah, I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK. What is the mailing address?
[AGENT][NEUTRAL] Yes, that would be APL claims and it's [PII].
[AGENT][NEUTRAL] And that would be [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Family for a moment.
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much for your kind assistance. Have a great day bye for now.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a wonderful week. Bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye bye.