AccountId: 011433970860
ContactId: b07693da-dba7-4846-b5cd-b4c61861ecc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303820 ms
Total Talk Time (AGENT): 74034 ms
Total Talk Time (CUSTOMER): 67589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b07693da-dba7-4846-b5cd-b4c61861ecc9_20250219T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] and I'm calling to check on the status of the claim if I can please.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim. Uh, can you please give me your callback number?
[AGENT][NEGATIVE] And the call is disconnected.
[CUSTOMER][NEUTRAL] Sure, it's
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII], policy number 01874106.
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[AGENT][NEUTRAL] OK, and what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Um, data service for her is going to be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] for 135.
[AGENT][NEUTRAL] OK and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It all went towards deductible, so it was $36.40.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Lab medicine of Greater Tulsa.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So looking for Misty on data service of [PII]. I do not find a claim on file.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let me ask you, can is there a way I can fax this claim an explanation of benefits to you?
[AGENT][NEUTRAL] Yes, um, let me give you that fax number, it's 1877.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] After 65 what what was that number?
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] No, OK, 187765.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365. OK, I'm sorry.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me just make sure I have that right 18773659423?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, I'll get that faxed over to you today.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your help.
[AGENT][NEUTRAL] OK, well