AccountId: 011433970860
ContactId: d0ab004e-92bf-453d-8b1e-58930f6cd751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 958580 ms
Total Talk Time (AGENT): 166846 ms
Total Talk Time (CUSTOMER): 246604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d0ab004e-92bf-453d-8b1e-58930f6cd751_20250509T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and I'm calling today because I needed some assistance in getting some EOB's faxed over to us regarding some recent payments made to our provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], um, can I please get your callback number just in case our call is disconnected and I can help you with those claim EOBs.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, um, call back phone number is gonna be [PII].
[AGENT][NEUTRAL] OK, and are you the insured, Ms. [PII], or are you with the provider's office?
[CUSTOMER][NEUTRAL] I'm calling from the provider's facility.
[AGENT][NEUTRAL] OK, and what's the name of the um.
[AGENT][NEUTRAL] Facility you're calling from Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, that's gonna be within health provider services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, this would be under [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And their ID number it is 023343778.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the date of service for Miss [PII] and the charge amount?
[CUSTOMER][NEUTRAL] OK, so let me see here. So the first date's gonna be for [PII]. So the amount is for 1100.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid?
[CUSTOMER][NEUTRAL] The well that's the total bill amount on the claim, um, we were told that the payment made uh to cover the member responsibility on the primary is 17146.
[AGENT][NEUTRAL] OK, thank you and then um for this one, what is the name of the facility for this client?
[CUSTOMER][NEUTRAL] It would be also under within health provider services.
[AGENT][NEUTRAL] OK, can you spell the first part of that provider name for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. It's within W I T H I N.
[AGENT][NEUTRAL] OK, thank you. Alright, Miss [PII], I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have found the claim. What is the fax number I need to send the EOB to?
[CUSTOMER][NEUTRAL] Um, so that would be [PII].
[AGENT][POSITIVE] OK, and it's gonna be a quick hold again while I get this fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, and just a quick question, [PII], before you do that, um, I'm not sure if this was like for a bulk payment because I'm, I'm assuming this payment that was under 57 applies to what is it 1234 other claims that we need a confirmation of, um, does it show if it's a bulk payment made to the provider?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am, we don't do bulk payments, we do single checks.
[CUSTOMER][NEUTRAL] OK. OK. All right, uh, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, it's gonna be a quick hold. Thank you so much for holding for me. I'll be right back with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right, thank you for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Um, let me make a note of it here.
[CUSTOMER][NEUTRAL] OK, and then, uh, let me go ahead and pull up, well, I'm pulling up the next data service that I literally need the same thing for, uh, let me know when you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Uh, so let's see, OK, the next date is also a single date, [PII] with the bill amount of 1100.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary?
[CUSTOMER][NEUTRAL] $160.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I fax this one on over to you, OK?
[CUSTOMER][NEUTRAL] OK, great. You are on hold.
[AGENT][POSITIVE] Thanks, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you, Miss [PII] for holding. I've got that one on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Um, let me go to the next one that I have here. Oh, awesome so it's the next data service, um, which would be for [PII].
[CUSTOMER][NEUTRAL] Has the same amount of $1100 and also the same charge amount of $160.
[AGENT][NEUTRAL] OK. All right, let me look that one up.
[AGENT][POSITIVE] I'm sending it I'm working on sending it to you now.
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][NEUTRAL] It's just thinking.
[AGENT][NEUTRAL] OK, I've got that one on the way.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] All right, and then the next one that I have here, this is, oh, it's the following date, so it's [PII].
[CUSTOMER][NEUTRAL] And the bill amount is for $2200 but the charge amount would be for $320.
[AGENT][NEUTRAL] OK, and that's for 2024 also, correct?
[CUSTOMER][NEUTRAL] Right mhm
[AGENT][NEUTRAL] OK, alright, let me look this one up.
[AGENT][NEUTRAL] OK, that one's also sent.
[CUSTOMER][NEUTRAL] OK, great. OK, and then the very last day of service, um, this is from [PII]. So the amount is also for $2200 and the charge amount would be for $320.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me check that one.
[AGENT][NEGATIVE] I wish there was a way I could send them all at one time so you wouldn't have to wait so long, but there's no way for me to do it.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I know, but it's always, uh, these electronics sometimes they're not, you know, they're not so favorable for us. They make us do extra work sometimes.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, sometimes, but I tell you it sure beats having to get up from your desk and go put it in the fax machine if somebody else isn't using it.
[CUSTOMER][NEUTRAL] That's for sure.
[CUSTOMER][POSITIVE] Exactly, exactly.
[AGENT][NEUTRAL] OK, that one's sent too.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for all of your help today, [PII]. I really do appreciate that.
[AGENT][POSITIVE] Well, you're so welcome. You're very welcome, Miss [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I guess I just need a reference number for the call.
[AGENT][NEUTRAL] OK, you can use my name [PII], in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Sounds good. Thank you so much again and I hope you have a good rest of your day.
[AGENT][POSITIVE] You too, and I hope you have a wonderful weekend, Ms. [PII]. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.