AccountId: 011433970860
ContactId: 9916e3c7-70a9-40d9-8c92-f8b4b92adae1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 950619 ms
Total Talk Time (AGENT): 164467 ms
Total Talk Time (CUSTOMER): 282742 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9916e3c7-70a9-40d9-8c92-f8b4b92adae1_20250122T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from Integrated Regional Laboratories checking on our claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, can you please spell your name for me?
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure, it is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you [PII], can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, sure. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, my name is um.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] My name is uh [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, and then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the patient's policy number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 02501703.
[AGENT][NEUTRAL] OK, let me pull up that policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, can you please help me with your name spelling for my documentation purpose?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and what's the date of service for the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $520 even.
[AGENT][NEUTRAL] Thank you and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Uh, primary paid, um,
[CUSTOMER][NEUTRAL] $150 and adjusted $20. So it is $170 has been adjusted. So the rest amount has billed to secondary.
[AGENT][NEUTRAL] OK, and you said that the facility you're calling for is integrated original laboratories.
[CUSTOMER][NEUTRAL] you're calling
[CUSTOMER][NEUTRAL] Integrated regional laboratories.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. I'm gonna put you on hold and I'm gonna look that claim up for you and I'll be right back.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me Miss [PII]. I did find the claim. The claim number is 352.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 8451.
[AGENT][NEUTRAL] The claim was paid.
[AGENT][NEUTRAL] With check number 2013054.
[CUSTOMER][NEUTRAL] 201.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] In the amount of $9.92.
[AGENT][NEUTRAL] And the check cleared on [PII].
[CUSTOMER][NEUTRAL] [PII], sir.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, the claim number, you said 352-841.
[CUSTOMER][NEUTRAL] And the number is 2013054. The amount is $992.
[AGENT][NEUTRAL] No $9.92.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, $9.92 and it got cleared on [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. Can you please uh help me with the claim receive it and cross the date.
[AGENT][POSITIVE] Yes ma'am, let me look that up for you.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, we received the claim on [PII].
[CUSTOMER][NEUTRAL] Can I.
[AGENT][NEUTRAL] And processed it on [PII].
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. But you said the check was cleared on [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there any denial on the claim?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] We don't give patient responsibility that's determined by the provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. I have to check like, uh, we haven't received any payment yet on this. Um, can you please check?
[AGENT][NEUTRAL] Uh, what do you want me to check?
[CUSTOMER][NEUTRAL] If we haven't received the payment, uh, you guys paid $9.92 but we haven't received that amount. Can you please check the page?
[AGENT][NEUTRAL] The check was
[AGENT][NEUTRAL] Yes, let me um pull the check up.
[AGENT][NEUTRAL] It was paid to integrated Regional Laboratories [PII] and the check cleared on [PII].
[CUSTOMER][NEUTRAL] To [PII] and the check.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You pay your address is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But uh we have in our system like uh the pay to address should be [PII].
[AGENT][NEUTRAL] Well, the check has cleared the bank.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we use, we use the address that's on the W-9 form.
[CUSTOMER][NEUTRAL] And we use we use.
[AGENT][NEUTRAL] That was sent in by the provider.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] a lot of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, can you please share, this is a bulk amount or a single payment?
[AGENT][NEUTRAL] It was single.
[CUSTOMER][NEUTRAL] It was 6.
[CUSTOMER][NEUTRAL] Can you please pass the copy of yourB to us?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna put you on hold and I'll get that EOB pulled up. Can I get your fax number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] EOB.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold and get that faxed right to you. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I've got that fax on the way to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Um, can you please help me with the call reference number?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] You're very well, thank you so much for this information. Have a nice day.
[AGENT][POSITIVE] You have a good day too [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] You have a.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.