AccountId: 011433970860
ContactId: cb126c8a-000c-48a9-b8a0-f4489a0461d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315329 ms
Total Talk Time (AGENT): 78449 ms
Total Talk Time (CUSTOMER): 121536 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cb126c8a-000c-48a9-b8a0-f4489a0461d3_20250210T14:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling regarding a claim, please.
[AGENT][NEUTRAL] I can help you, Maa. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 0185213 M as in Mary L as in Louis 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what provider's office are you calling on behalf of?
[CUSTOMER][NEUTRAL] White and Reader, MDPA.
[AGENT][NEUTRAL] OK, you gave me policy 0185213. I think there's one more digit.
[CUSTOMER][NEUTRAL] 01852130.
[AGENT][NEUTRAL] 30, OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] I left off to 0.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is [PII], and date of birth is um [PII].
[AGENT][NEUTRAL] Thank you and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the date of service in charge?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII]. Let me make sure.
[CUSTOMER][NEUTRAL] Total bill amount was $5,946.
[AGENT][NEUTRAL] Have you received the explanation of benefits for this data service?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I do not show this claim has been received from this provider's office.
[CUSTOMER][NEUTRAL] Alright, I understand. um, can you check another date of service?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] The amount $233.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the procedure code on the claim?
[CUSTOMER][NEUTRAL] 99214.
[AGENT][NEUTRAL] I'm not showing a claim receipt for that date of service from this provider's office.
[CUSTOMER][NEUTRAL] Nothing. You know what, can I confirm with you the claim address? I don't know if we have something wrong here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a [PII]. Is it correct?
[AGENT][NEUTRAL] No, it's not. Our PO [PII] is 248.
[CUSTOMER][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII]. Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, I have another question. Um, do you guys receive claims, um, electronically? Do you have a payer ID by any chance?
[AGENT][NEUTRAL] Our payer ID is 608.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right, let me try to see if I can send them um.
[CUSTOMER][POSITIVE] Through the payer ID. Perfect. My dear, do you have a call reference for me, please?
[AGENT][NEUTRAL] OK, we'll copy.
[AGENT][NEUTRAL] We needed a copy of the major medical explanation of benefits as well as the itemized bill.
[CUSTOMER][NEUTRAL] OK. So you'll be from primary and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll use my name in today's date as reference for today's call [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. And today's day, sir.
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] [PII] and today's date. Perfect. All right, [PII], thank you so much for your help and have a good day, OK?
[AGENT][POSITIVE] You're welcome, [PII]. No other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you too bye bye.