AccountId: 011433970860
ContactId: a029c410-bd9c-4f04-90c0-632b219ae840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359619 ms
Total Talk Time (AGENT): 92721 ms
Total Talk Time (CUSTOMER): 64156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a029c410-bd9c-4f04-90c0-632b219ae840_20250212T16:18_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]. I'm calling from a provider to check the status of the claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] 04, I'm sorry, 024.
[CUSTOMER][NEUTRAL] 0616.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] M [PII] in [PII], L [PII].
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick for us.
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $1210.33.
[AGENT][NEUTRAL] OK and what is after the primary insurance paid their part?
[CUSTOMER][POSITIVE] I'm so sorry, what did you ask?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $847.23.
[AGENT][NEUTRAL] OK, thank you and what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] The provider's office name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Emory University, Johns Creek Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull this claim in for you and I'll be right back.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on dates of [PII], I do not find a claim on file in the amount that you have given.
[CUSTOMER][NEUTRAL] OK, uh, what is your claims address?
[AGENT][NEUTRAL] It is APL claims.
[AGENT][NEUTRAL] That's PO Box.
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what was the zip code again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is your claims timely filing limit?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for that information. May I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your help you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a great day also and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.