AccountId: 011433970860
ContactId: bff2aebb-ab89-4f56-9648-4e74fa33036a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454010 ms
Total Talk Time (AGENT): 116134 ms
Total Talk Time (CUSTOMER): 116776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/bff2aebb-ab89-4f56-9648-4e74fa33036a_20250404T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII], and I'm calling from VCU Medical Center in [PII], and I'm calling for claim status, please.
[AGENT][POSITIVE] Sure, I can check on a claim for you. And I, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02450139.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII], excuse me.
[AGENT][POSITIVE] Perfect, thank you for verifying that. Got you thanks for verifying that. um what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] with the total charge.
[CUSTOMER][NEUTRAL] $38,091.50.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, and so, was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] Before, after major medical, it was $4,225.74.
[AGENT][POSITIVE] Got it. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] What was the name of this provider's office you were with us I'm sorry.
[CUSTOMER][NEUTRAL] Fine. V as in Victor. C as in Charlie. U as in Unicorn, Medical Center, or it could be VCU Health System Authority or Medical College of Virginia.
[AGENT][NEUTRAL] OK, um, was that tax ID was that [PII]?
[CUSTOMER][NEUTRAL] No ma'am, tax ID is [PII].
[CUSTOMER][NEUTRAL] It's just for the facility, not the position.
[AGENT][NEUTRAL] OK, OK, thank you. All right, bear with me just a moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do see record of this claim being submitted twice uh from this facility with that tax ID, um, the second one just registered as a duplicate. The first one states that we are missing the primary EOB.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and we, I do show that, excuse me, that was.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Sorry, I'm trying to pull up the previous notes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, is there any way that I can fax that to you, or?
[AGENT][POSITIVE] Absolutely. Oh yeah, I do have a fax number.
[CUSTOMER][NEUTRAL] Mhm. What's your fax number?
[AGENT][NEUTRAL] OK, it's, it is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is secure that, will it come to you or someone else?
[AGENT][NEUTRAL] I will go to the our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is the claim number 3496072?
[AGENT][NEUTRAL] That's correct, yes, that was the original claim.
[CUSTOMER][NEUTRAL] So it does show that she does, she did send it.
[CUSTOMER][NEUTRAL] So if she fax it.
[AGENT][NEUTRAL] So I do have a record of another.
[AGENT][NEUTRAL] Uh, claim from y'all, but it was stating that it was a duplicate, um, give me just a moment, let me take a look at that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Bear with me just a moment. I'm thinking about it.
[CUSTOMER][NEUTRAL] You're fine, take your time.
[AGENT][NEUTRAL] OK, yeah, um, so, uh, we did not receive the primary EOB for this one. It literally just registered as a, uh, duplicate, so I would go ahead and just resend that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will get that to you. Do you have a reference number for this call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with Vnessa?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number 3496072.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a great rest of your day and a good weekend.
[AGENT][POSITIVE] Alright, of course. Thanks for calling APL. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.