AccountId: 011433970860
ContactId: c76ce1d7-90ac-4591-9f49-52e756194a13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662400 ms
Total Talk Time (AGENT): 126692 ms
Total Talk Time (CUSTOMER): 159351 ms
Interruptions: 10
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c76ce1d7-90ac-4591-9f49-52e756194a13_20250325T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just need to confirm that a claims on file that I faxed on [PII].
[AGENT][NEUTRAL] OK, I can check your claim for you. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, my name is [PII] and the policy number is for a patient. It's 01749315.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number just in case our call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you and may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, uh, [PII] for $306.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can you give me the charge amount after the primary insurance paid their part and your facility name?
[CUSTOMER][NEUTRAL] Uh, our facility name is Waxahatchee Women's Health, and the, um, claim balance is $90.
[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, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] we're
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the claim. The claim number is 3572324.
[CUSTOMER][NEUTRAL] You know, I got
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I go it's like somebody on the ledge, you know.
[AGENT][NEUTRAL] The claim was denied because it's non-covered if it's performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] The ledge and then off the ledge.
[CUSTOMER][NEUTRAL] With the person you're gonna be like, oh you know you got this and.
[CUSTOMER][NEUTRAL] And they sit out of it and they calmed down.
[CUSTOMER][NEUTRAL] Not covered service alright and then how do you send those um EOBs? do you mail them?
[AGENT][NEUTRAL] If you give me your fax number, I'll send it. I can send it right now while we're on the phone together if you can give me your fax.
[CUSTOMER][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Yeah, absolutely [PII].
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then I think I have another one that was on file.
[CUSTOMER][NEUTRAL] Um, but I'll get status for this one as well when you're done, when you're ready.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold while I send that fax to you. I'll get right back with you and we'll go to the other one. OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] OK [PII], thank you so much for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And what is the next, uh, is it for the same patient and a different data service?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's right, that's correct.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] The next day of service is [PII].
[AGENT][NEUTRAL] And the charge amount
[CUSTOMER][NEUTRAL] And I know um I was told that yeah I was told that claim was on file and it was in process so I just wanna get the status. The charge amount was 267 and the claim balance was also 90.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 90 OK and for same facility.
[CUSTOMER][NEUTRAL] And it's also an ultrasound. Yeah, mhm. It's also an ultrasound, so I'm, I'd imagine it's gonna, you're gonna tell me the same thing, but we'll find out.
[AGENT][NEUTRAL] OK. All right. OK, I'm gonna put you on a quick hold and I'm gonna look it up for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] I'm not great
[AGENT][POSITIVE] I've got it for you.
[CUSTOMER][NEUTRAL] Driving
[AGENT][NEGATIVE] It's [PII] and it was denied for the same reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] aesthetic, um, and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and will you fax that one to me as well?
[AGENT][NEUTRAL] Yes ma'am, let me put you on a quick hold and you want it to go the same fax number is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, brief hold while I get that together for you and I'll be right back.
[CUSTOMER][POSITIVE] And I got out a little bit more as well.
[CUSTOMER][NEUTRAL] Sure, thank you. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I've got that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK, I appreciate your help today. Have a good have a good day.
[AGENT][POSITIVE] You too. Is there anything else I can do for you before we go?
[CUSTOMER][NEUTRAL] I believe that's everything I think that that.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.