AccountId: 011433970860
ContactId: b5b886bf-5d0d-49c2-8500-67b4dc72c4bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333760 ms
Total Talk Time (AGENT): 90020 ms
Total Talk Time (CUSTOMER): 125822 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b5b886bf-5d0d-49c2-8500-67b4dc72c4bb_20250128T18:13_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling on behalf of Rapid Medical Center to check on a claim status. Can you please help me with that?
[AGENT][POSITIVE] Yeah, I'd love to help you with that today and may I get a good call back number, [PII]?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line with no extension.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Member's policy ID number is 145.
[CUSTOMER][NEUTRAL] 679 6.
[AGENT][POSITIVE] Thank you, give me a moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you, [PII]. I appreciate that. And can you verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, the patient's first name is [PII] and the last name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] All right, I do see Gan here.
[CUSTOMER][NEUTRAL] Alright, I see.
[AGENT][NEUTRAL] And what is the date of service for the claim we wanna look at on her today?
[CUSTOMER][NEUTRAL] Date of service is on [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is 3000.
[CUSTOMER][NEUTRAL] $497.36.
[AGENT][POSITIVE] Perfect and what about the amount after primary?
[CUSTOMER][NEUTRAL] The primary
[CUSTOMER][NEUTRAL] Yes sure I'm checking.
[CUSTOMER][NEUTRAL] Sorry, I don't have that information. I do have $3,497.36.
[AGENT][POSITIVE] No worries, thank you very much.
[CUSTOMER][POSITIVE] No worries, thank you very much.
[AGENT][NEUTRAL] Alright, it looks like I was able to find it underneath that if you wouldn't mind just repeating for me again, I know you said it a moment ago the uh.
[CUSTOMER][NEUTRAL] that you wouldn't mind just repeating for me again. I didn't said it a moment ago the uh.
[AGENT][NEUTRAL] The name of the facility on file for this claim?
[CUSTOMER][NEUTRAL] Rapid Medical.
[AGENT][NEUTRAL] Alright, perfect. I do see that. So it looks like we received your claim [PII]. we processed the claim [PII] and the claim number I have on file is 349.
[CUSTOMER][NEUTRAL] I can see that so it looks like we received your claim [PII].
[CUSTOMER][NEUTRAL] The number I have on file.
[CUSTOMER][NEUTRAL] 349-584-4.
[AGENT][NEUTRAL] 5844.
[AGENT][NEUTRAL] And I do show that policy denied. The reason stating is please provide a copy of your explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] That the benefits of your primary insurance.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] OK, thank you for waiting. Can you please help me with the fax number so that we can send the primary EOB?
[AGENT][POSITIVE] Yeah, absolutely. Our fax number is [PII].
[CUSTOMER][POSITIVE] Yeah, absolutely, and the fax number is.
[CUSTOMER][NEUTRAL] And attention to claims department.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. Uh, can you please help me with the
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Absolutely. The call reference number is my name, [PII] last [PII], and today's date.
[CUSTOMER][NEUTRAL] My name is [PII] The last name.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for giving me valuable information. That's all for now.
[AGENT][POSITIVE] Oh my pleasure you have such a wonderful day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.