AccountId: 011433970860
ContactId: a834b5ba-3a33-4fe7-8a36-27885c870e9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405899 ms
Total Talk Time (AGENT): 95489 ms
Total Talk Time (CUSTOMER): 98462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a834b5ba-3a33-4fe7-8a36-27885c870e9a_20250228T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office and I'm calling to know about a claim.
[CUSTOMER][NEUTRAL] Your name is [PII].
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can help you with the claim, Ms. [PII], can you please give me a callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII], and the date of birth is [PII]. And the patient ID is [PII].
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data service is [PII] and the charge amount is uh $351 even.
[AGENT][NEUTRAL] OK, and what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, they are paid $169.84. And there is a, uh, patient responsibility of $2.20.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is vital MD Group Folding LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] Yeah, sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. This is [PII] so looking up um claim for data service of [PII].
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] I do not find a claim on file a date of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. You mean no claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you please verify me the mail, mailing address?
[AGENT][NEUTRAL] Yes ma'am, the mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] Uh, wait a moment. Wait a moment, please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you spell it? Can you spell it for me?
[AGENT][NEUTRAL] And the zip code is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] OK. City.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] And the state is also [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. And the Per ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can you please give me the call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] at today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. It's very helpful. Have a great day. Bye for now.
[AGENT][POSITIVE] You too you have a good weekend, [PII] and thanks for calling APL bye bye.