AccountId: 011433970860
ContactId: aced0446-8363-41df-a1b0-e2718bcd54fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 889159 ms
Total Talk Time (AGENT): 210134 ms
Total Talk Time (CUSTOMER): 257184 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/aced0446-8363-41df-a1b0-e2718bcd54fa_20250416T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Atri Healthcare on a airline. Today, I'm calling regarding the claim status. Could you please assist me?
[AGENT][NEUTRAL] Yes, I can help you with claim status and can you please spell your first name for me and give me your callback number?
[CUSTOMER][NEUTRAL] Sure, definitely. My name is [PII], and my last initial is [PII].
[CUSTOMER][NEUTRAL] And our callback number is [PII]. It's a direct line. And could you please spell your name for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[AGENT][NEUTRAL] And you said you were calling from AdventHealth?
[CUSTOMER][NEUTRAL] Apria Healthcare.
[AGENT][NEUTRAL] Can you spell that first name for me? [PII].
[CUSTOMER][POSITIVE] Yes, uh, absolutely.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate you spelling that out for me. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] OK, the member ID is?
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] 320
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the members
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And the last name is?
[CUSTOMER][NEUTRAL] [PII]. Do you want me to spell the name?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. For the first name, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you doing that. And then what is uh [PII]'s date of birth? Yes, go ahead.
[CUSTOMER][NEUTRAL] And the date of birth is? Uh, it's [PII].
[AGENT][NEUTRAL] OK. And let me look this policy up real quick.
[AGENT][NEUTRAL] OK and then can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] OK. And the date of services?
[CUSTOMER][NEUTRAL] [PII]. And the bill amount is $874.72.
[AGENT][NEUTRAL] Thank you, sir. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's $12.73.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim, and I will be right back, sir.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much for holding for me. So looking at data service of [PII], I do not find a claim on file for your facility.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And could you please provide me the ECS pay ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] And could you please provide me the uh
[CUSTOMER][NEUTRAL] Mailing address.
[AGENT][NEUTRAL] Yes sir, that would be [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for the information. And may I know the time the filing limit uh for submitting the claim?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. Can I have a few more date of service for this member. Could you please assist me?
[AGENT][NEUTRAL] Yes, what is the next date of service?
[CUSTOMER][NEUTRAL] It's uh [PII]. And the bill amount is $874.72.
[AGENT][NEUTRAL] OK, and what is the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] $12.73.
[AGENT][NEUTRAL] OK is it for the same facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold. I'll be right back so I can look this claim up.
[CUSTOMER][POSITIVE] OK, thank you so much. Take your time. You are on hold.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] He's here?
[AGENT][NEUTRAL] Thank you very much for holding for me, [PII]. So looking on the data service of [PII], I do not find the claim on file for your facility.
[CUSTOMER][NEUTRAL] OK, so that means we have to resubmit the claim again, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. And I have one more, uh, 2 more date of service for this member. Uh, could you please assist me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. What's the next date of service?
[CUSTOMER][NEUTRAL] OK. And the next 0.
[CUSTOMER][NEUTRAL] The next date of service is [PII], and the bill amount is
[CUSTOMER][NEUTRAL] $1,354.10.
[AGENT][NEUTRAL] OK, and then the charge amount after the primary paid?
[CUSTOMER][NEUTRAL] OK, it's uh $47.97.
[AGENT][NEUTRAL] Thank you, sir. And then that day the service was [PII]?
[CUSTOMER][POSITIVE] Yes, absolutely right.
[AGENT][POSITIVE] OK, alright, quick hold again I'll be right back with you. I'm gonna look this one up for us.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you [PII]. This is [PII] back with you again. So it's the same situation on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. And I have a few more claims for the different patient, different member. Could you please assist me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, I can. What's the next member's name?
[CUSTOMER][NEUTRAL] OK, just give me a moment. OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. The next member ID is
[CUSTOMER][NEUTRAL] 80 Yankee.
[CUSTOMER][NEUTRAL] 0372684.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Actually, I don't have any uh
[CUSTOMER][NEUTRAL] ID number apart from this OK I.
[AGENT][NEUTRAL] OK, what is the member's name?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Uh, and date of birth.
[CUSTOMER][NEUTRAL] OK. And the member's first name is [PII]. It's spelled as [PII] Echo [PII].
[CUSTOMER][NEUTRAL] Hotel.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII] Alpha Sierra Hotel Bravo Uniform Romeo November.
[AGENT][NEUTRAL] OK, let me see if I can find this member by their name.
[AGENT][NEUTRAL] I do find a member with that name, but let me check to see if he has any active policies.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] There's no active policies. Uh, the last policy that he had terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you for the information.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] Yes, sir. You can use my name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, sorry, and thank you for assisting me. Have a nice day. Bye for now.
[AGENT][POSITIVE] You're very welcome. I'm glad I was able to help you. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] OK, thank you for asking. I don't have any questions apart from this. OK.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL. Bye-bye, sir.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.