AccountId: 011433970860
ContactId: c798c716-c82c-4455-a915-f83c5723147e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270429 ms
Total Talk Time (AGENT): 89537 ms
Total Talk Time (CUSTOMER): 60341 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c798c716-c82c-4455-a915-f83c5723147e_20250515T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Colonial Family Practice. I am calling to check the status on the claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the status of the claim. um can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, ma'am, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] [PII] and her ID is [PII].
[AGENT][NEUTRAL] OK, let me pull her up.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Is [PII]. Total charges were $503.34.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid?
[CUSTOMER][NEUTRAL] After primary we're $152.08.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Miss [PII]. So looking on data service of [PII], I did not find a claim on file um with the amounts that you've given me.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] I have the address as [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, that's correct. And let me also give you our payer ID number and the fax number, so you have those too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The payer ID number is 60801.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The fax number is 1.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much for your help. You have a great rest of your day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that was it today. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day also and thanks for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] Thanks. Bye bye.