AccountId: 011433970860
ContactId: aacd23b2-2434-491f-b48c-a3bf755ab794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329000 ms
Total Talk Time (AGENT): 100509 ms
Total Talk Time (CUSTOMER): 72046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/aacd23b2-2434-491f-b48c-a3bf755ab794_20250314T17:57_UTC.wav
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[AGENT][POSITIVE] Thank you and APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling the provider's office.
[AGENT][POSITIVE] OK, [PII] hi, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I'm calling to get to see if you guys received a claim for one of my patients.
[AGENT][NEUTRAL] OK, I can check claim status for you. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] Last name [PII], Her date of birth is [PII]. Her policy number is 2545403.
[CUSTOMER][NEUTRAL] And your date of service is gonna be [PII].
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[AGENT][NEUTRAL] OK, and then what is the charge amount for the data service?
[CUSTOMER][NEUTRAL] $6,0087.96.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, let me pull up primary ZOB.
[CUSTOMER][NEUTRAL] $1,686.
[AGENT][NEUTRAL] And what is the name of the facility you're calling from this number?
[CUSTOMER][NEUTRAL] Chesterfield Ambulatory Service Center, well, surgery center, sorry.
[AGENT][NEUTRAL] OK, I'm gonna look up this claim for you. I'm gonna put you on hold real quick and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, how do you guys like secondary claims to come to you?
[AGENT][NEUTRAL] You can send it um with a payer ID number, fax number or mail it in and I can give you all three the.
[AGENT][NEUTRAL] Payer ID number is 60801.
[AGENT][NEUTRAL] And then the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then if you decide you want to mail it in, that's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Can you repeat the zip code for me please?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Alright, and when we submit this you want primary EOB?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Alright, do you do reference numbers [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] I really appreciate the time.
[AGENT][POSITIVE] It's no problem at all, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK, well you have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] And you're welcome. Bye-bye, ma'am.