AccountId: 011433970860
ContactId: b3c5a836-5b7e-44e1-9be6-3f1f3bf7d802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253289 ms
Total Talk Time (AGENT): 121113 ms
Total Talk Time (CUSTOMER): 106149 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b3c5a836-5b7e-44e1-9be6-3f1f3bf7d802_20250206T15:28_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII] calling you from provider's office to check on claim status. Can you please help?
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. Can you spell your name for documentation?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, before proceeding further, [PII], I would like to inform you that this call is getting recorded for quality and training purposes. Policy ID 02295811.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. [PII], do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] I do have a date of service which is October [PII], 2024 with $500 even.
[AGENT][NEUTRAL] What is the facility name please sir?
[CUSTOMER][NEUTRAL] It's Diagnostic Center for Women LLC.
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that claim status. So if we received that claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this claim is pending for a detailed explanation of benefits showing the deductible, co-pay, or co-insurance applied amount.
[CUSTOMER][NEGATIVE] That's bad
[CUSTOMER][NEUTRAL] Yeah uh.
[CUSTOMER][NEUTRAL] Alright, thanks for that, [PII]. May I know the fax number to submit the EOB?
[AGENT][NEUTRAL] Our fax number directly to our claims department is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And may I know the claim number please?
[AGENT][NEUTRAL] Claim number is 354.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 5251
[CUSTOMER][POSITIVE] Perfect, thanks a lot. And actually, [PII], I do have one more claim of different patient. Would it be possible for you to assist with that claim as well?
[AGENT][POSITIVE] It would, it would be my pleasure. So just give me one quick moment to notate this account and I'll be happy to assist you.
[CUSTOMER][POSITIVE] Thank you so much. And the call reference number for today's call is going to be your name and today's date, right?
[AGENT][NEUTRAL] That is correct. Do you need me to spell my name?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] My, it's spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] My pleasure, [PII], and I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] It's going to be 02543182.
[AGENT][NEUTRAL] And that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And what is that date of service for you, [PII]?
[CUSTOMER][NEUTRAL] [PII] with $500 even.
[AGENT][NEUTRAL] Is that for the same facility or different facility?
[CUSTOMER][NEUTRAL] It's going to be different. Name is Pembroke Pink Imaging LLC.
[AGENT][POSITIVE] Thank you to assist that claim we received on [PII].
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this claim is pending for the primary EOB. We did not receive an EOB with this claim.
[CUSTOMER][NEUTRAL] Alright, let me just resubmit it via fax. May I know the same number, please?
[AGENT][NEUTRAL] Claim number 3551268.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Perfect, thanks a lot, [PII], for providing all the information to me. You have a wonderful day. Bye-bye.
[AGENT][POSITIVE] [PII], it's been a pleasure to assist you with that claim status. Thank you for calling APL, and I hope you have a wonderful day. [PII]. Take care.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much, same to you.