AccountId: 011433970860
ContactId: 954ae72a-dfd0-4040-bb26-2782e78162eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492760 ms
Total Talk Time (AGENT): 103949 ms
Total Talk Time (CUSTOMER): 122776 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/954ae72a-dfd0-4040-bb26-2782e78162eb_20250217T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Definitely and the callback number would be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] And the patient's first name is [PII] and last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, OK, and then what is um [PII]'s policy number?
[CUSTOMER][NEUTRAL] OK, all right, and the policy number is 01989414ML7.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] Mhm. All right, take your time, not a problem.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] All right. And the date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount, sir?
[CUSTOMER][POSITIVE] Sorry, I'm glad you actually. Could you please repeat it again?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The charge amount?
[CUSTOMER][NEUTRAL] OK, and the total bill and charge amount is $3,533 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] And the charges of the primary insurance rate is.
[CUSTOMER][NEUTRAL] 953.
[CUSTOMER][NEUTRAL] Dollar 11 cents.
[AGENT][NEUTRAL] Thank you and then can you please give me the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] And the facility name would be Gastro Gastro Health.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, alright, and, uh, before you leave, I have a question. Like I have a specific question on this claim. Like, uh, I have a conference number. It says to see on [PII]. We have requested a copy of EOB and still we haven't received any EOB. So, uh, I'm requesting the EOB again. I have the claim information.
[CUSTOMER][NEUTRAL] OK, you just pull up the information and confirm me with the claim number and all, and after that, please fax me a copy of EOB.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the um claim number?
[CUSTOMER][NEUTRAL] OK. And the claim number, what I have here is 3494804. Is that correct?
[AGENT][NEUTRAL] I'll have to look it up, sir, and then what is your um fax number?
[CUSTOMER][NEUTRAL] Alright, and my fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold while I get that information pulled in. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], this is [PII] back with you again, so I do have that fax on its way to you, uh, again for the claim number 3494804.
[CUSTOMER][NEUTRAL] OK. And when can I expect the fax?
[AGENT][NEUTRAL] I have sent it so you're just gonna have to give it time to go through the system. Now if your fax number is busy or there's any other issues with your fax it only attempts 3 times, so it'll attempt 3 times and then if the fax is busy, it'll.
[AGENT][NEGATIVE] It'll abandon
[AGENT][NEUTRAL] But I've got it set so if it does abandon, I'll resend it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, all right, thank you so much. And can I have a reference number for this one?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][NEUTRAL] And your first and last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a wonderful day ahead.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][POSITIVE] You too [PII] thank you and thank you for calling APL you have a good week bye bye.