AccountId: 011433970860
ContactId: 9947578d-b75b-4f64-a08a-5af2d2474dcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256149 ms
Total Talk Time (AGENT): 89979 ms
Total Talk Time (CUSTOMER): 91150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9947578d-b75b-4f64-a08a-5af2d2474dcc_20250124T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling to check on a couple of patients.
[AGENT][NEUTRAL] You're checking what type of information?
[CUSTOMER][NEUTRAL] I'm checking on um a couple of anesthesia claims that we build out for the patient.
[AGENT][NEUTRAL] OK, so claim statuses, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02210438 ML 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Can can you repeat the policy number? I think I'm missing one digit.
[CUSTOMER][NEUTRAL] Um, I'm showing it's 02210438 ML 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Alright, thanks for that, [PII] and what are the claimed dates of service and the total bill for each?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, data services [PII], and there's two build amounts $1440 and $1,395.
[AGENT][NEUTRAL] OK, what's the difference between the two charges?
[AGENT][NEUTRAL] The modifiers?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, yes. One's for the CRNA and one is for the anesthesiologist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I don't show that we've received the anesthesiologist charges for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it shows here that we have [PII], is it [PII], is that correct?
[AGENT][NEUTRAL] No, that's been updated about a few years ago. I'll give you the correct PO box and then I can give you the payer ID number and fax number if you would like as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] So, so, OK, the PO box is 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] You said 73214?
[AGENT][NEUTRAL] 73124.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] 124.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Correct, and the fax number?
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] Alright, I will go ahead and get our information updated. Do you have a reference number for me today?
[AGENT][NEUTRAL] Mhm, I do. And you can also check your status on our online service center at [PII]. You'll use my name and today's date is your reference. It's [PII], first initial of my last name is [PII], and anything else, [PII] I can help out with today?
[CUSTOMER][NEUTRAL] Um, no, not at this, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.