AccountId: 011433970860
ContactId: 91ab2d3e-b943-4323-8846-a2bbe85d9184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241350 ms
Total Talk Time (AGENT): 96578 ms
Total Talk Time (CUSTOMER): 80150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/91ab2d3e-b943-4323-8846-a2bbe85d9184_20250212T20:33_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I would also like to inform you that this call is being recorded for training and quality purposes. Is that fine?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that's fine. And you say your name is [PII], correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Just a moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 018.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] It's 261
[CUSTOMER][NEUTRAL] 70, M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the charge amount is $286 even.
[AGENT][NEUTRAL] And do you have the balance after Primary Insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The balance is $50.68.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And while I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from [PII]. It's uh.
[AGENT][NEUTRAL] What's the name of the provider's office you're calling about?
[CUSTOMER][NEUTRAL] It's Vital MD Group Holding LLC.
[AGENT][NEUTRAL] OK. Uh, well, [PII], I'm showing that claim process is needing primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK, fine. And uh may I get the receipt date, uh process date, and the claim number?
[AGENT][NEUTRAL] Sure. Uh, the claim was received on [PII].
[AGENT][NEUTRAL] Process on [PII].
[AGENT][NEUTRAL] And the claim number is 353-594-6.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh can I get the fax number as well?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh your name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for the information.
[CUSTOMER][NEUTRAL] And uh get the reference number?
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference. We don't give reference numbers. You may use my name at today's date.
[CUSTOMER][POSITIVE] OK, fine. Thank you so much. Have a great day ahead.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Bye.