AccountId: 011433970860
ContactId: be5292c5-6b98-48d3-b6a4-f71b958cc6bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525469 ms
Total Talk Time (AGENT): 162953 ms
Total Talk Time (CUSTOMER): 156695 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/be5292c5-6b98-48d3-b6a4-f71b958cc6bd_20250423T21:50_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm calling from provider's office to check on claim status. Could you help me with this?
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Yes, I can help you with the same status. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh thank you. And then what is uh the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] uh [PII].
[CUSTOMER][NEUTRAL] [PII]. Hello, sorry, apologies for that. The patient name is [PII].
[AGENT][NEUTRAL] Hello, what is the patient's name?
[CUSTOMER][NEUTRAL] OK, OK. The patient name is [PII].
[AGENT][NEUTRAL] OK, and the patient's date of birth and policy number?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello Pa policy number.
[CUSTOMER][NEUTRAL] OK. The date of birth is January.
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII] and the policy number is 02573245.
[AGENT][POSITIVE] Thank you, and then let me pull up the policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what is the data service charge amount?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII], and the bill amount is 23 $2379.14.
[AGENT][NEUTRAL] OK, and then can you give me the chart.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Marry insurance pay.
[CUSTOMER][NEGATIVE] You're not audible.
[CUSTOMER][NEUTRAL] any
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What is the charge amount after the prime?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, just a moment, the charge amount is $2,379.14.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK and what is the the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Mission Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Para. I have the claim ready for you.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][NEUTRAL] Uh, the claim number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 356-1556
[AGENT][NEGATIVE] It has been denied because we need the explanation.
[CUSTOMER][NEUTRAL] When was the claim disputed?
[AGENT][NEGATIVE] It has been denied because we need the explanation of the insurance carrier.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] The claim was received on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A [PII] and processed on [PII] or was processed.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII] 0 wait 1556. OK, I'm sorry, the claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Uh, we already sent the
[CUSTOMER][NEUTRAL] Uh, primary UB.
[CUSTOMER][NEUTRAL] Could you
[CUSTOMER][NEUTRAL] Search once again.
[AGENT][NEUTRAL] Do you know when you sent that?
[CUSTOMER][NEUTRAL] Yes, yes, we send the primary UOB via fax. The fax number is [PII].
[AGENT][POSITIVE] Yes, that's correct. Oh, OK, I do see I do see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We have, we have uh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] A different claim number for a different amount.
[AGENT][NEUTRAL] That was paid.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] We have a different claim number for a different amount.
[CUSTOMER][NEUTRAL] I can't get. Could you repeat it?
[AGENT][NEUTRAL] Yes, we have a different claim number for amount that was paid.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For data service [PII].
[CUSTOMER][NEUTRAL] Uh, OK. Could you
[AGENT][NEUTRAL] Um, in the amount of $395.
[CUSTOMER][NEUTRAL] No, no. Are you saying that the
[CUSTOMER][NEUTRAL] Uh, no, no, no. Just confirm that the uh claim was paid.
[AGENT][NEUTRAL] Yes, $395.36 but for an amount than what you gave me.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK. That one already paid.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yes, the 39536.
[AGENT][NEUTRAL] For data service [PII].
[CUSTOMER][NEUTRAL] OK. When was the claim was paid?
[CUSTOMER][NEUTRAL] OK. When was the claim was paid?
[AGENT][NEUTRAL] Uh, let me look for you.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] It was processed today.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] It's, it'll have to go in the overnight process. I don't have a check number yet because it was just done today.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's not, it was not processed then, correct?
[AGENT][NEUTRAL] It's, it'll it'll finish processing overnight.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK. Could you provide me the call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name to.
[AGENT][NEUTRAL] BOY and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you for your information. Have a nice day, bye.
[AGENT][POSITIVE] You too. Thank you for calling APLpara.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] But