AccountId: 011433970860
ContactId: 93f84bce-dea4-4210-bae8-a7ca16e659fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495000 ms
Total Talk Time (AGENT): 110616 ms
Total Talk Time (CUSTOMER): 90255 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/93f84bce-dea4-4210-bae8-a7ca16e659fa_20250321T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the provider's office. I'm checking for claims today.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, sir. Can you please uh give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Uh-huh. This callback number is [PII]. It's gonna be a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Put him.
[CUSTOMER][NEUTRAL] Uh-huh. Patient's first name is [PII]. Last name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and may I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh. 02446531.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] and the total charge amount is gonna be uh $106 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Uh-huh, it's gonna be 106 only.
[AGENT][NEUTRAL] OK, and then can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Medical University Hospital Authority.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I will be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I've got the claim pulled up for you. The claim number is 357-065-7.
[AGENT][NEUTRAL] And the claim was denied as non-covered under the patient's plan.
[AGENT][NEUTRAL] Are you there, [PII]?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh, I do see here this claim was got denied for the primary of information. Yeah, can you hear me now?
[AGENT][NEUTRAL] That was, that was the original claim was denied for EOB and then after the EOB was sent in, it got a new claim number 357-0657 and was denied as non-covered.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Just give me a second here. Uh, so when, uh, we have received the, send the primary be on [PII] and when did you receive the UB primary UB?
[AGENT][NEUTRAL] Uh, let me look and see.
[AGENT][NEUTRAL] We received on, it says it was reported on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Uh, it was got denied as non-covered services, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the reason why it is not covered services.
[AGENT][NEUTRAL] Per the patient's policy.
[CUSTOMER][NEUTRAL] The patient's plan, uh, the service is not covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh what's the plan name?
[AGENT][NEUTRAL] Medlink
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh-huh, can I get the new claim number one more time, please?
[AGENT][NEUTRAL] Yes, sir. It's 357-065-7.
[CUSTOMER][NEUTRAL] You said your name is what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Can you spell it, please?
[CUSTOMER][NEUTRAL] Uh, can I
[CUSTOMER][NEUTRAL] [PII] OK. Last dig.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And what's your principal's called be?
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] Can I get a reference for this call?
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for concern. bye bye. Take care.