AccountId: 011433970860
ContactId: b5065f56-6863-4b95-b722-e8f7953deab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565700 ms
Total Talk Time (AGENT): 125751 ms
Total Talk Time (CUSTOMER): 182028 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b5065f56-6863-4b95-b722-e8f7953deab3_20250619T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, thank you, [PII], for, uh, this is [PII] from provider service. I'm [PII] for checking the claim status.
[AGENT][POSITIVE] Yeah, I can help you with claim status. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my callback number would be [PII] with [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I just have the policy number. The member ID number would be 02298306.
[AGENT][NEUTRAL] OK, one moment while I look it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yeah, the member's name would be [PII] and the last name would be [PII]. And the date of birth is on [PII].
[AGENT][NEUTRAL] And do you have to do the service?
[CUSTOMER][NEUTRAL] Yeah, I just have the data service. It's for 11-182024.
[AGENT][NEUTRAL] For [PII] of 2024.
[CUSTOMER][POSITIVE] Yeah, you're right.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And what is the total bill amount?
[CUSTOMER][NEUTRAL] With the
[CUSTOMER][NEUTRAL] Yeah, it's for uh
[CUSTOMER][NEUTRAL] $310.80.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it looks like this claim, um, we received this claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 359-538-2.
[AGENT][NEUTRAL] And do you have the provider's name?
[CUSTOMER][NEUTRAL] Yeah, I just have the provider's name. Uh, for this, it would be just a moment, please.
[CUSTOMER][NEUTRAL] Yeah. Uh, the provider's name would be
[CUSTOMER][NEUTRAL] [PII] Robert.
[AGENT][NEUTRAL] Or the hospital name?
[CUSTOMER][NEUTRAL] Yeah. The hospital name would be Prisma Health University.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can also find this Green Village Memorial Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this claim was um.
[AGENT][NEUTRAL] It looks like benefits have been applied to the $1000 calendar year deductible.
[CUSTOMER][NEUTRAL] Yeah, it has been.
[CUSTOMER][NEUTRAL] It has been forward towards deductible, right?
[AGENT][NEUTRAL] Correct, it went towards the deductible.
[CUSTOMER][NEUTRAL] Mhm. Just a moment, please.
[CUSTOMER][POSITIVE] Yeah. Thank you so much. And for the whole amount, it went up towards deductible.
[AGENT][NEUTRAL] Yes, the whole amount went towards the deductible.
[CUSTOMER][NEUTRAL] Yeah, it's 310, right? 310.80, right?
[AGENT][NEUTRAL] Yes, $310.80.
[CUSTOMER][NEUTRAL] Yeah, thank you. And can you able to fax me the UB?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's a good fax number to send it to?
[CUSTOMER][NEUTRAL] Yeah. Uh, the fax number, it would be
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] I got it. Are you ready? Shall I tell you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And I have is the fax number [PII], correct?
[CUSTOMER][POSITIVE] Yeah, perfect.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] OK, I just sent that fax over to you.
[CUSTOMER][NEUTRAL] OK. And I just have one more data service for the same member.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's for the date of service of [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Yeah, it's for the bill amount of
[CUSTOMER][NEUTRAL] 169.97 $169 and, OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] It looks like we received this claim on [PII]. It was processed the next day on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 35.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 953-85.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like this amount also went towards the deductible.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I be able to send this copy of uh the remittance to my fax number?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And when will I receive the uh the remittance?
[AGENT][NEUTRAL] Uh, you should already receive it within 5 to 10 minutes. I would give it up to 1 hour though, and I just sent this one as well.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. [PII], thanks for assisting me. Uh, do you have any call reference number for the for the claim which we discussed today?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And thank you for assisting me, [PII], and have a nice day. Happy weekend.
[AGENT][POSITIVE] Thank you for calling. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.