AccountId: 011433970860
ContactId: aee439d2-13a1-443d-82aa-07210ee3cbf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 761559 ms
Total Talk Time (AGENT): 149390 ms
Total Talk Time (CUSTOMER): 117150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/aee439d2-13a1-443d-82aa-07210ee3cbf2_20250211T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office. How are you today?
[AGENT][POSITIVE] I'm doing good [PII] how are you doing today?
[CUSTOMER][POSITIVE] Yes, I am also doing great, ma'am. Thanks for asking. I called you for getting the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and last name is [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is, um, patient's policy number?
[CUSTOMER][NEUTRAL] 01912852 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, thank you and then what is the date of service?
[CUSTOMER][NEUTRAL] That is number [PII] and the bill amount is $237 even.
[AGENT][NEUTRAL] OK, and that is the [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, $35 co-pay will be $35 even.
[AGENT][NEUTRAL] OK and the name facility you're calling from?
[CUSTOMER][NEUTRAL] A facility, one second, ma'am.
[CUSTOMER][NEUTRAL] Gastro Health LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, [PII]. I've got the claim pulled up for you. The claim number is 354-423-1.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Could you please uh fax the EOB?
[AGENT][NEUTRAL] Yes ma'am, can I get your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that together for you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], I have that EOB on its way to you through the fax.
[CUSTOMER][NEUTRAL] Uh, how much time we have to allow for getting this COB?
[AGENT][NEUTRAL] You have to just wait for it to come through the fax machine.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You just have to wait for it to come through the fax machine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, thank you. Please spell your name.
[AGENT][NEUTRAL] OK, is there anything else?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] My first initial and last name.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh thank you. I do have one more time and the same patient, but data service is different.
[AGENT][NEUTRAL] OK, what is the data service for the next claim?
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] And the claim and the charge amount for the claim?
[CUSTOMER][NEUTRAL] $340. And secondly, that co-pay is $45 even.
[AGENT][NEUTRAL] And is it for the same facility?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK I'm gonna put you on a quick hold while I look this claim up for you I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] I've got the claim number for you. It is 352-619-2.
[CUSTOMER][NEUTRAL] 212186118.
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII] and the claim was denied for the same reason office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh, thank you so much. This one also, please fax the will be.
[AGENT][NEUTRAL] Yes ma'am, I'm gonna put you on a brief hold while I do that. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with you. I have faxed that EOB to you. It's on its way.
[CUSTOMER][POSITIVE] OK, thank you so much. Please provide me the call reference number.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, ma'am. It's the same. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a good day also. Bye-bye.