AccountId: 011433970860
ContactId: b527305a-14ad-4485-a6e7-679a93762ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485250 ms
Total Talk Time (AGENT): 160491 ms
Total Talk Time (CUSTOMER): 126966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b527305a-14ad-4485-a6e7-679a93762ea2_20250415T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi so I was calling to get the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is and Med Health.
[AGENT][NEUTRAL] OK, I appreciate that. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII], birthday is [PII], and the policy number is 02456511.
[AGENT][POSITIVE] OK, thank you very much Ms. [PII]. Let me look that policy up real quick.
[AGENT][NEUTRAL] OK and then um can you please give me the date of service and the charge amount?
[AGENT][NEUTRAL] Ms. [PII], are you there?
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII], can you hear me? Yes, I can hear you now. I can hear you. Yes, I can hear the keyboard but I couldn't hear you there for a minute. OK. And what is the data service and the charge mount, please?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me? OK.
[CUSTOMER][NEUTRAL] Data service is 3124 and the total charges was $36,295.
[AGENT][NEUTRAL] OK, thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It was um.
[CUSTOMER][NEUTRAL] $2,039.50.
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on a quick hold while I look this claim up for you and I will be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 4125.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. Looking on data service of [PII]. I'm not finding a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, I don't excuse me.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Um, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] So let me um just because we faxed the claims to a fax number of [PII] would that have been the correct fax number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes ma'am, that is the correct fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will try to refax them again. Um, is there a mailing address just in case maybe I can do both?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Sure, um, the mailing address is [PII].
[AGENT][NEUTRAL] And that is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][POSITIVE] Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that's going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, um, I'm gonna fax and mail them to see if y'all received either one of them.
[AGENT][POSITIVE] OK, that sounds perfect. And do you know what day you sent it in the uh on the fax machine, the original one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They were faxed on [PII].
[AGENT][NEUTRAL] OK, I'm looking to see.
[AGENT][NEUTRAL] If we have anything.
[AGENT][NEGATIVE] I'm showing that we did receive something from you guys on [PII] and it was processed, but it's not the same, um.
[AGENT][NEUTRAL] Charge amount
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The charge amount was.
[CUSTOMER][NEUTRAL] Um, what
[AGENT][NEUTRAL] A lot less
[CUSTOMER][NEUTRAL] Talking about the total charges?
[AGENT][NEUTRAL] Yeah, the total charges was $172.80 and it was for AnMed Piedmont Surgical.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh no, that was wrong. She must have sent the wrong thing then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I will, um,
[CUSTOMER][NEUTRAL] Well, since I didn't see the fax, I will go ahead and just, uh, and because the last time we called they said y'all needed the the um EOB from EBMS as well. Do you want me to fax that too?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will get that reset then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there a um reference number for the call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII], in today's date.
[AGENT][NEUTRAL] Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that was it. I appreciate your help thank you.
[AGENT][POSITIVE] Well, you're very welcome. I hope you have a wonderful week and thanks for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.