AccountId: 011433970860
ContactId: b63aaac0-6882-471d-96ed-e518805da6fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410920 ms
Total Talk Time (AGENT): 146963 ms
Total Talk Time (CUSTOMER): 94722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b63aaac0-6882-471d-96ed-e518805da6fa_20250410T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you doing? I'm checking on claim status please?
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And um the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And [PII], is this claim for yourself or are you calling from a facility?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] provider's office, yes.
[AGENT][NEUTRAL] OK, uh, what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's gonna call Newton Imaging.
[AGENT][NEUTRAL] OK, thank you. And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is gonna be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, can't pronounce the last name, but I, I carry him.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] 0, [PII], OK.
[CUSTOMER][NEUTRAL] OK, policy number.
[AGENT][NEUTRAL] All right, and then
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 70283.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I've got the policy pulled up. Can I please get the data of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure it's gonna be 1112023 for $244.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim and I will be right back with you, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 2005.
[AGENT][NEUTRAL] Part two.
[AGENT][NEUTRAL] 244.
[AGENT][NEUTRAL] 345 7.
[AGENT][NEUTRAL] 353.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much, [PII] for holding for me. I do have the claim pulled up. The claim number is 34073553.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was paid $75.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] No, uh, [PII], I'm sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 1831224.
[AGENT][NEUTRAL] And it was cleared on [PII].
[CUSTOMER][NEUTRAL] OK, is there any patient responsibility?
[AGENT][NEUTRAL] We don't give patient responsibility that's determined by the provider.
[CUSTOMER][NEUTRAL] OK, great, so $74 was paid, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right, thank you for your time.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else? Yeah, I was just gonna ask you if there's anything else I can help you with.
[CUSTOMER][NEUTRAL] Um, let me ask you a question.
[CUSTOMER][NEUTRAL] Yeah, let me ask you a question, um, was that for an X-ray?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Of the chest or was that X-ray of the ribs?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] Because I have 2 claims here.
[CUSTOMER][NEUTRAL] It's 2:11. I'm sorry.
[AGENT][NEUTRAL] Let me look at the EOB.
[CUSTOMER][NEUTRAL] Yeah it's 24 11 1 23.
[AGENT][NEUTRAL] OK, so let me give you the procedure codes for this one that was paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's 71046.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 71,100.
[CUSTOMER][NEUTRAL] OK, so they both paid.
[AGENT][NEUTRAL] Right, so, uh, one didn't pay the 71,100 for 173 did not pay because the maximum benefit for that calendar day of $75 was paid towards the $71046. All the benefit pays is $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so the 71.
[CUSTOMER][NEUTRAL] 046P right?
[AGENT][NEUTRAL] Yeah, paid $75.
[CUSTOMER][POSITIVE] All right, thank you for your time.
[AGENT][POSITIVE] You're very welcome. Anything else, [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you, ma'am.
[AGENT][NEUTRAL] Um, bye-bye, sir.