AccountId: 011433970860
ContactId: b6ccfcaf-30b4-4abc-b383-efead1e75e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589669 ms
Total Talk Time (AGENT): 126592 ms
Total Talk Time (CUSTOMER): 87661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b6ccfcaf-30b4-4abc-b383-efead1e75e71_20250502T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office checking on claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status sir. Can I please get your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It direct line, there is no extension.
[AGENT][NEUTRAL] OK, thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 02549460. His name begins [PII], [PII].
[AGENT][POSITIVE] Thank you, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and then may I please have the data service and the charge amount?
[CUSTOMER][NEUTRAL] It's [PII]. Charge amount of $1260 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's same, it's 1000.
[CUSTOMER][NEUTRAL] 2 after the primary pay is $1,026.90.
[AGENT][NEUTRAL] OK, thank you, sir. And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold [PII], while I look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] Oh, OK. Thank you, [PII]. Take your time.
[AGENT][POSITIVE] You're welcome. Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3560.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me.
[AGENT][NEUTRAL] I have the claim ready for you. The claim number is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When was received?
[AGENT][NEUTRAL] OK, the claim number is 3587836.
[AGENT][NEUTRAL] The claim was paid $1260.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 203836-4.
[CUSTOMER][NEUTRAL] When was received?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] We received the claim on [PII] and also processed it on [PII].
[CUSTOMER][NEUTRAL] OK. It is a bulk check or single check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] OK. Check amount of $1260.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you the pay to address.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Oh, OK. When was this cash?
[AGENT][NEUTRAL] It has not been cashed yet. It was just sent on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please fax the UB for me for this one?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][POSITIVE] Yes sir, take your time.
[CUSTOMER][NEUTRAL] It's [PII] attention to my name.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold [PII] while I get that fax ready for you and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK. And can you the call reference.
[AGENT][NEUTRAL] Yes, sir. You can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for assisting me. Have a wonderful weekend.
[AGENT][POSITIVE] You have a wonderful weekend too [PII] and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] OK, bye-bye.