AccountId: 011433970860
ContactId: 9ae8f72f-1338-4a79-bc6c-f913857ba624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231070 ms
Total Talk Time (AGENT): 101203 ms
Total Talk Time (CUSTOMER): 77040 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/9ae8f72f-1338-4a79-bc6c-f913857ba624_20250306T20:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. My last name is [PII] from my calling on behalf of provider's office to check the claim status.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 2583
[CUSTOMER][NEUTRAL] 635.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII]
[CUSTOMER][NEUTRAL] [PII] and the last name is, [PII] and the date of birth, [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with that claim status. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] I have the date of service and uh it's 1-23-2025.
[CUSTOMER][NEUTRAL] With the charge amount of $6,582 6582 dollars even.
[AGENT][NEUTRAL] 6582 even.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment please sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the facility name please, sir?
[CUSTOMER][NEUTRAL] Uh, it's Kendall Anesthesia Associate.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now [PII], I'm showing that we did receive that original claim on 226-25. It was processed on 228-25, and that claim is pending for the primary EOB. We are secondary.
[CUSTOMER][NEUTRAL] Primary UOB. OK. What is the primary UOB you see uh listed in your system?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me get that for you.
[AGENT][POSITIVE] I'm showing Amed to be their primary insurance.
[CUSTOMER][NEUTRAL] Ahmed. OK. Do you have the Ahmed um member ID?
[AGENT][NEUTRAL] We do not. You would need to contact the patient for the primary insurance information.
[CUSTOMER][NEUTRAL] OK. Uh, is the, is the, I made is active on the date of service?
[AGENT][NEUTRAL] I'm showing that to be their current uh primary insurance.
[CUSTOMER][NEUTRAL] Yeah, but it, uh, it is active on the data service in your system.
[AGENT][NEUTRAL] Uh, I'm can't view the AMed information. I only know that that's their major medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII]. Can I get the claim number?
[AGENT][NEUTRAL] Absolutely. That claim number is 356.
[AGENT][NEUTRAL] 9669.
[CUSTOMER][NEUTRAL] 356-696-669. OK. Can I get the call reference from [PII]?
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Call reference number is my name in today's date. I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim information. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, like, I think that's it from my end. Thank you.
[AGENT][POSITIVE] It's been a pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.