AccountId: 011433970860
ContactId: aba11b32-1cb3-4ffc-adb5-35605890ab68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345320 ms
Total Talk Time (AGENT): 95375 ms
Total Talk Time (CUSTOMER): 120187 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/aba11b32-1cb3-4ffc-adb5-35605890ab68_20250408T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from provider office. How are you doing?
[AGENT][POSITIVE] I'm doing good. How are you doing, [PII]?
[CUSTOMER][POSITIVE] Um, I'm doing good too, thanks for asking. May I spelling your good name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Yeah, thank you very much for that. Actually I just need help uh with the eligibility for our patient. Can you assist me with that?
[AGENT][POSITIVE] Yes, I can help you with eligibility. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yes, the patient's name is [PII] and date of birth is [PII], and the policy number is going to be 02337119.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] CNS diagnostic services.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] All right, let me look real quick.
[AGENT][NEUTRAL] I show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat yourself again for me?
[AGENT][NEUTRAL] Yes, the effective date of the policy is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, thank you very much for that information. Um, can you also assist me with claims or not?
[CUSTOMER][NEUTRAL] Hello, you there?
[AGENT][NEUTRAL] OK. Yes, sir. I'm here. I can hear you.
[CUSTOMER][NEUTRAL] Mhm, um, so I was asking if you can assist me with the one claim also.
[AGENT][NEUTRAL] Yes, I can help you with the claim. Is it for the same patient?
[CUSTOMER][NEUTRAL] Yes, um, for the same patient on the, um, like, uh, the data service is going to be [PII].
[AGENT][NEUTRAL] OK, and what's the charge amount?
[CUSTOMER][NEUTRAL] Um, just one second, let me pull that up for you.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEGATIVE] The charge amount is $56 even mhm I got it.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, it's going to be $26.59.
[AGENT][NEUTRAL] OK, and can you give me the facility name please?
[CUSTOMER][NEUTRAL] CNS diagnostic services.
[AGENT][NEUTRAL] OK, I'm gonna look that claim up. I'll be right back. I'm gonna put you on a brief hold.
[CUSTOMER][POSITIVE] Mhm, no problem, take your time.
[AGENT][POSITIVE] Thank you, sir. Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], so looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm thank you very much for that information. Um, can you also provide me the timely filing for submission of new claims and corruptive claims?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Mhm, that's, uh, thank you very much for that information. Also, sorry, um, is there any caller reference number that you can provide me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Um, is there any initial to your last name, please?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] [PII]. Thank you very much for that information. I really appreciate that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Mhm. And, and that was all for today. Thank you very much for your time and concern once again have a great day. Bye bye for now.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day also and thanks for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.