AccountId: 011433970860
ContactId: b03f105b-f4e4-447a-b1f5-ce83b65d7993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467519 ms
Total Talk Time (AGENT): 136608 ms
Total Talk Time (CUSTOMER): 283584 ms
Interruptions: 19
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/b03f105b-f4e4-447a-b1f5-ce83b65d7993_20250107T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and my last name is [PII], calling from Radiology Imaging Associate checking on client status. Could you please help me with that for me?
[AGENT][NEUTRAL] Yes, [PII], I can help you with claim status. In any in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, [PII] [PII]. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] Sure, that's that's.
[AGENT][NEUTRAL] And [PII], do you have the patience? You're welcome. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Yes, I have it. One moment.
[CUSTOMER][NEUTRAL] 02536197
[AGENT][NEUTRAL] Thank you, and that was 02536197?
[CUSTOMER][NEUTRAL] Yes. And also I have the client number as well.
[CUSTOMER][NEUTRAL] Uh, I want to say something, [PII]. Uh, we previously spoke with your rep and uh we get the all of the denial reason for this one. We requested the, uh, but still we didn't receive the EUB. Prely, I requested the EUB and still we didn't receive that. Then only I call and get the EUB for this one, [PII].
[AGENT][NEUTRAL] OK, so you're just needing a copy of the EOB for a claim. May I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, sure. [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and may I have the date of service and the build amount of the claim?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII], and then the bill amount is one moment to look up that information.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The other one is.
[CUSTOMER][NEUTRAL] Let's just.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] $265 even.
[AGENT][NEUTRAL] Thank you. So that's for data service of [PII] for $455.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, I show this policy number that you gave me is for dental coverage. Is the claim in regards to dental?
[CUSTOMER][NEUTRAL] OK, I show this policy number that you gave me for dental coverage is the claim in regards to dental.
[CUSTOMER][NEUTRAL] Uh, actually, no. It was, uh,
[CUSTOMER][NEUTRAL] This one is a medical science.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This one is a radiology related.
[AGENT][NEUTRAL] OK, let me take a look under the any other coverage and see if we have that claim on file. Give me one moment.
[CUSTOMER][NEUTRAL] Let me take a look under the any other coverage and see if we have that claim on file.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And you mentioned you previously called in and had a claim number?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] And what is that claim number?
[CUSTOMER][NEUTRAL] What is that number? The claim number is, one moment, uh 3521417.
[AGENT][NEUTRAL] Thank you, and that was 3521417?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so in regards to the data service of 10824 for the build amount of 455, I don't show a claim on file for that build amount, but on the claim number that you gave me, the 352.
[CUSTOMER][NEUTRAL] So in regards to the 108 for the amount of 455, I don't do a claim on file for that amount. Uh, 265.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So the data amount is 255, 265.
[AGENT][NEUTRAL] $255. OK, thank you.
[CUSTOMER][NEUTRAL] 265265.
[AGENT][NEUTRAL] $265.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, on this particular claim they have already met their max diagnostic benefit for the calendar year, so nothing was payable, so you're needing a copy of this EOB?
[CUSTOMER][NEUTRAL] they have their diagnostic for the account here so nothing was payable so you're needing a copy of the. Yes.
[AGENT][NEUTRAL] OK. Would you like us to mail it to you or we can fax it to you?
[CUSTOMER][NEUTRAL] Would you like us to email it to you or you can fax it? Uh, fax it.
[AGENT][NEUTRAL] OK. I can get that faxed over to you. And what is your fax number?
[CUSTOMER][NEUTRAL] OK, I can get that faxed.
[CUSTOMER][NEUTRAL] fax number [PII].
[AGENT][NEUTRAL] Thank you. And that's [PII]?
[CUSTOMER][NEUTRAL] Thank you. Yes, uh, you can put attention my name, [PII]. And also, we requested you be previously as well through the fax, but it was not received. Could you please uh provide me the uh details clearly, please, to get the year before this one? Could you please send out the year before this one?
[AGENT][POSITIVE] Yes, we can get this faxed out to you. Was there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, let me get this
[CUSTOMER][NEUTRAL] Is there anything else that
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And also, uh, I have one more data service for the same patient.
[CUSTOMER][NEUTRAL] The next one is [PII]. Uh, the charge amount $24 even. Can you provide the claim number for that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and that's for data service of [PII] 8, 24 for $24.
[CUSTOMER][NEUTRAL] Yes. Yes. The claim number is 32, 3521416.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And regarding the claim 3521416, nothing was payable on this claim because it's not a covered diagnostic test under the diagnostic benefit, and you're also wanting a copy of this EOB as well?
[CUSTOMER][NEUTRAL] on this because it's not a covered diagnostic yes.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] I will get that faxed over to you. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, nothing, [PII], and
[CUSTOMER][NEUTRAL] How many days do you need to allow for to get the UB for this one?
[AGENT][NEUTRAL] It will be faxed over within 24 hours.
[CUSTOMER][NEUTRAL] It will be back within 24 hours.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much for this information, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Could you please send out the both EOB to the fax number and put my attention, [PII] and last name [PII], OK?
[AGENT][POSITIVE] Yes, I will get that faxed over to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah, thank you so much. Nothing. Thank you so much for assisting me today. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a good day.