AccountId: 011433970860
ContactId: c4e242fd-3d7f-4f3c-a459-a2aed6ed3d0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206199 ms
Total Talk Time (AGENT): 88078 ms
Total Talk Time (CUSTOMER): 56659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/c4e242fd-3d7f-4f3c-a459-a2aed6ed3d0b_20250212T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider service checking on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02217103 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, and [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. No extension direct line?
[AGENT][NEUTRAL] Uh, give that to me one more time. I apologize. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Date of service is [PII] and total charges of $358 358 dollars.
[AGENT][NEUTRAL] OK, and do you have the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and that amount is?
[CUSTOMER][NEUTRAL] $55 copay.
[AGENT][NEUTRAL] OK. And the name of the provider's office?
[CUSTOMER][NEUTRAL] Gastrohealth.
[AGENT][NEUTRAL] And while I'm looking up claim information, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And [PII], I'm showing that claim processed as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK. May I know when was the claim received?
[AGENT][NEUTRAL] Uh, the claim received on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] OK, can I have a claim number?
[AGENT][NEUTRAL] Claim number 3551036.
[CUSTOMER][NEUTRAL] Thank you. Can you fax me the UB?
[AGENT][NEUTRAL] Sure. What is the fax number?
[CUSTOMER][NEUTRAL] 615
[CUSTOMER][NEUTRAL] 7773536.
[AGENT][NEUTRAL] OK, that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, 3 consecutive 7.
[AGENT][NEUTRAL] OK, and like I said, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEGATIVE] Yeah, I have tried in the portal but I'm unable to download the UB, so that's why I'm asking to fax the UB.
[AGENT][NEUTRAL] Uh, you can put in the claim number and it should pull up. If not, then I can still send it via uh.
[AGENT][NEUTRAL] Facts. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APL and you have a great day.