AccountId: 011433970860
ContactId: c99564e5-83fa-438c-85c9-93e5872cd1a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296730 ms
Total Talk Time (AGENT): 71009 ms
Total Talk Time (CUSTOMER): 95105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c99564e5-83fa-438c-85c9-93e5872cd1a1_20250321T12:47_UTC.wav
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[AGENT][NEUTRAL] Calling. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from OCH Regional Medical Center on a recorded line. I was calling to get claim status for a patient.
[AGENT][NEUTRAL] OK, you said your name is [PII], first initial last name is [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK and you said benefits or claim status?
[CUSTOMER][NEUTRAL] Uh, fine.
[AGENT][NEUTRAL] OK, I can help you with that uh claim status, [PII]. What is the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. The policy number is 00982070 and a good callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get the policy number from the American Public Life ID card?
[CUSTOMER][NEUTRAL] Um, I have, um, what we, I believe we got this number from the patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that not correct? Can I give you um some other information?
[AGENT][NEUTRAL] Let me, let me see if I, it, it looks different, but let me go ahead and try to see if that's one of our policies, OK?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name is [PII], uh, and it's [PII].
[AGENT][NEUTRAL] OK, that is the correct policy number.
[AGENT][NEUTRAL] And we're checking a claim status for Mac, right?
[CUSTOMER][NEUTRAL] Yes, for [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $417.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you said 8:15, 2024?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] What type of service was it for?
[CUSTOMER][NEUTRAL] Um, it looks like it was an abdominal exam.
[AGENT][NEUTRAL] And can you tell me what the procedure code is?
[CUSTOMER][NEUTRAL] Yes, I see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um I can put that in.
[CUSTOMER][NEUTRAL] I think the revenue code is 402.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have a procedure code?
[CUSTOMER][NEUTRAL] Um, that's what I'm looking for now. I don't do that.
[CUSTOMER][NEUTRAL] Let me see the revenue and the HC.
[AGENT][NEUTRAL] Because I don't see a charge for that date for that amount.
[AGENT][NEUTRAL] What's the provider's name?
[CUSTOMER][NEUTRAL] Um, it's OCH Regional Medical Center.
[AGENT][NEUTRAL] OK, yeah, so I don't show the medical the facility charge for that data service has been received at this time.
[CUSTOMER][NEUTRAL] OK, OK, I'll go ahead and get that refiled. Um, can I just verify that the, um, payer ID?
[CUSTOMER][NEUTRAL] It is 522 09.
[CUSTOMER][NEUTRAL] And then 4 consecutive zeros.
[AGENT][NEUTRAL] Uh, the payer ID number is 60801.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, we'll get that room a minute.
[AGENT][NEUTRAL] All right. Any other questions I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, just a, uh, would I have a call reference number today?
[AGENT][NEUTRAL] It's my name in today's date, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yes.