AccountId: 011433970860
ContactId: 92224e01-ba9b-4a60-a89c-9a3a308e3a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448239 ms
Total Talk Time (AGENT): 191295 ms
Total Talk Time (CUSTOMER): 114814 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/92224e01-ba9b-4a60-a89c-9a3a308e3a17_20250131T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling EPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can hear you, [PII]. Was that you just a minute ago when some, I couldn't hear someone?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just called you before, uh, but you can't hear me.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] I could not. I'm glad you called back. How can I help you today?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] I, I just need to claim status. Could you assist me on that?
[AGENT][POSITIVE] I would be happy to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, just a second.
[CUSTOMER][NEUTRAL] 02487866
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] with the last name [PII], of date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] That is not the policy I pulled up. Um, can you repeat that policy number? Let me make sure I typed it incorrectly.
[CUSTOMER][NEUTRAL] Yeah, just a second. It's 02487866.
[AGENT][NEUTRAL] Uh, there we go. I apologize. I did type it incorrectly. And do you mind repeating [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I thank you for verifying that, [PII], and I'll be happy to assist you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] It's number [PII] of bill amount $503.53.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's Camden Medical supply, Alicia.
[AGENT][NEUTRAL] Is it under, could it be under another name?
[CUSTOMER][NEUTRAL] Yeah, I just check it out just a second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's otherwise known as American Medical rentals and sales.
[AGENT][NEUTRAL] Bear with me just one moment.
[CUSTOMER][POSITIVE] Uh, take your time.
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling up that claim because I have a different name for the provider, so let me.
[AGENT][NEUTRAL] Pull up the claim to verify that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Camden Medical Supply.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the uh billing provider has a different name, but yes, this is the claim.
[AGENT][NEUTRAL] So bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we received the claim on uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII], however, we are waiting to confirm eligibility for that data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once we receive that eligibility information for that data service of 113024, we'll continue processing the claim.
[CUSTOMER][NEUTRAL] OK. Can you check the eligibility for me?
[AGENT][NEUTRAL] Well, I'm showing that the policy um effective date is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But for that specific date of service, they're having to check for eligibility. The future termination date is [PII], but again, for that specific date of [PII], they're having to check for eligibility for that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I know the reason that the patient is not eligible for this state of service?
[AGENT][NEUTRAL] Well, we're not saying they're not eligible, but they're having to check, um.
[AGENT][NEUTRAL] They're waiting for information from the employer to confirm eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you check for me?
[CUSTOMER][NEUTRAL] If possible.
[AGENT][NEUTRAL] Yeah, we're just waiting for that information. It has not come back in yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We've sent notification to the employer.
[CUSTOMER][NEUTRAL] Are you insisting me to wait for a while?
[AGENT][NEUTRAL] Yeah, we have sent notification to the employer to confirm eligibility, but we have not received it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the insured would have received the same EOB that y'all will receive.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what else can, can I do for this client to get paid?
[AGENT][NEUTRAL] At this time, we're just, we're just waiting for that information to come back to us.
[AGENT][NEUTRAL] So we can continue processing the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, so I don't want to resubmit the claim again. Am I right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Because once we receive that claim, we'll automatically reprocess uh continue processing the claim.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] OK, can I get the pay for this?
[AGENT][NEUTRAL] Can you get, I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Can I get the timely filing for this?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Can I get the call reference, [PII], and please tell your good name, your last initial.
[AGENT][POSITIVE] Sure, the call reference number would be my name in today's date, and I spell my name [PII] First initial of my last name is [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's it for today. Thanks for assisting.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.