AccountId: 011433970860
ContactId: 93fbe71c-a2a5-4bb7-9c02-369649a7883e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350040 ms
Total Talk Time (AGENT): 86268 ms
Total Talk Time (CUSTOMER): 89393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/93fbe71c-a2a5-4bb7-9c02-369649a7883e_20250423T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm looking for a provider to check on additional information about a claim that has been denied. Please note this call will be monitored and recorded for quality and training purposes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you [PII]. I can check a claim for you. Can you please give me your callback number, sir?
[CUSTOMER][NEUTRAL] I'm sure. The callback number is [PII]. It is a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right. The member ID for this number is 013.
[CUSTOMER][NEUTRAL] 81893.
[CUSTOMER][NEUTRAL] And name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for that information and then may I get the data service and the charge amount?
[CUSTOMER][NEUTRAL] Welcome. Data service on [PII]. Charge amount for this claim is a moment.
[CUSTOMER][NEUTRAL] It is $580.16.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] After the second report is $90.28.
[AGENT][NEUTRAL] OK, and then may I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's Florida Heart Rhythm Specialist PLLC.
[AGENT][NEUTRAL] OK, and then you said that the claim had already been denied, do you have the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One quick moment, please. Claim number is
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 3583864.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look that claim up and I'll be right back, [PII].
[CUSTOMER][NEUTRAL] All right. Take your time. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much [PII] for holding for me. I have the claim ready for you. The claim number is 3 like gave me 3583864. The claim was paid $15.28 with check number 2036672.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And then the claim also has the denial on it because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] All right. Got it. Thank you. And for my documentation purpose, could you please tell me the plan type for this patient?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Medlink. Thank you. And may I have the call reference number, please?
[AGENT][NEUTRAL] Yes, sir. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Got it. Then that would be all. Thank you so much for your assistance. Have a great day and take care, [PII]. Bye for now.
[AGENT][POSITIVE] You too, [PII] you have a wonderful day and thank you for calling APL. Bye bye sir.
[CUSTOMER][NEUTRAL] Bye-bye.