AccountId: 011433970860
ContactId: cedeaf83-1004-4c8b-827a-680c54b95531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370079 ms
Total Talk Time (AGENT): 169978 ms
Total Talk Time (CUSTOMER): 71678 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/cedeaf83-1004-4c8b-827a-680c54b95531_20250327T12:36_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling Prader office. May I know the claim status?
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, call back.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you mind repeating that extension again, please?
[CUSTOMER][NEUTRAL] You want extension or total?
[AGENT][NEUTRAL] Just the extension, please, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 46
[AGENT][POSITIVE] Thank you, [PII]. And [PII], it would be my pleasure to assist you with claim status today. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Second.
[CUSTOMER][NEUTRAL] 024134
[CUSTOMER][NEUTRAL] 70 M as in Mike L as Larry 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date sir date of birth [PII].
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] And do you happen to have a policy number or date of service?
[AGENT][NEUTRAL] I'm sorry, is it a claim number or date of service?
[CUSTOMER][NEUTRAL] Data service
[AGENT][NEUTRAL] Alright, and what is that data service please sir?
[CUSTOMER][NEUTRAL] 1129 2024.
[AGENT][NEUTRAL] And [PII], what is the bill amount?
[CUSTOMER][NEUTRAL] Will the amount $2180 even.
[AGENT][POSITIVE] Thank you and the facility name?
[CUSTOMER][NEUTRAL] Facility name 1 2nd.
[CUSTOMER][NEUTRAL] Holy Cross Hospital.
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][NEUTRAL] And I can help you with that claim status, [PII]. We did receive the claim on [PII]. It was processed on January.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] The student in January?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it was denied because the outpatient benefit for the calendar year has been met.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can provide the uh claim number if you would like.
[CUSTOMER][NEUTRAL] Yeah tell me claim number.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 8358
[CUSTOMER][NEUTRAL] OK, did not make. OK. Could you copy, so you send the copy of UOB.
[AGENT][NEUTRAL] EOBs are obtainable on our provider portal.
[AGENT][NEUTRAL] At secured and that's SEC.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] U R E D.
[CUSTOMER][NEUTRAL] We don't
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You don't provide the OB?
[AGENT][POSITIVE] I can fax it, but it's quicker to get it from our website and I can help you with that.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Uh, I can fax it if you need me to, but it is quicker to get it from our portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that portal address is.
[AGENT][NEUTRAL] Secured [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then you're going to choose that you're a medical or dental provider going in as a new user.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then you'll put in your tax ID number and the patient's account number and when you get to that patient's account number I can provide that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just tell me when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The patient's account number is H as in hotel.
[AGENT][NEUTRAL] 130.
[AGENT][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 611.
[AGENT][NEUTRAL] 52,490. So it's the patient account number with the facility.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Another caller number?
[AGENT][POSITIVE] Call reference number is my name and today's date, and I spell my name [PII], and it was a pleasure to help you with that claim status. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, no, no, come only one claim only.
[AGENT][NEUTRAL] Alright, and just so you know when you have that account established, you'll have 24/7 access to claim status, EOBs, and you can also submit claims online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you again this information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you for calling.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] And thank you for calling APL [PII]. I hope you have a lovely day.