AccountId: 011433970860
ContactId: a5a60416-ec29-4977-8dbc-c34b18a0292e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347839 ms
Total Talk Time (AGENT): 82578 ms
Total Talk Time (CUSTOMER): 113982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a5a60416-ec29-4977-8dbc-c34b18a0292e_20250205T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII] calling from provider office to check on a claim status. And before proceeding further, please note this call is getting recorded for quality and training purposes. Are you OK with it?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient ID, right?
[AGENT][NEUTRAL] No, the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes. The policy number is 024.
[CUSTOMER][NEUTRAL] 96,870.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, thank you and then what is the date of service?
[CUSTOMER][NEUTRAL] And the date of service is [PII], and the bill was total amount for $950 even.
[AGENT][NEUTRAL] OK, and that data service, let me repeat, was 85 of 2024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] After primary insurance pay the part, the balance will be $622.34.
[AGENT][NEUTRAL] OK, thank you. And what is the name of the facility that you're calling for, [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm calling from Y LMG Group Holding LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull in that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me. I do have the claim for you. The claim number is 35044445.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The claim was denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. Uh, actually we have send and primary UB on April, uh, sorry, on [PII].
[CUSTOMER][NEUTRAL] Through fax. Uh, so just check whether did you receive the primary OB or not.
[AGENT][NEGATIVE] We have not received it.
[CUSTOMER][NEUTRAL] Uh, OK. So you don't receive any UB, uh, so let me confirm the fax number that is uh [PII].
[CUSTOMER][NEUTRAL] 365
[CUSTOMER][NEUTRAL] 942-3, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. I will send the primary again. Uh, can you just spell out your name for me?
[AGENT][NEUTRAL] Yes sir, it's [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And the call reference for today's call?
[AGENT][NEUTRAL] Will be my name and today's date.
[CUSTOMER][POSITIVE] So, so, right, thank you for your assistance.
[CUSTOMER][POSITIVE] And have a wonderful day.
[AGENT][POSITIVE] You're very welcome. You have a wonderful afternoon also, [PII], thank you so much for calling APL.
[AGENT][NEUTRAL] Bye bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.