AccountId: 011433970860
ContactId: d204fee3-0d2b-4425-bf9b-868ddaff1514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372500 ms
Total Talk Time (AGENT): 113066 ms
Total Talk Time (CUSTOMER): 74773 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/2025/03/27/d204fee3-0d2b-4425-bf9b-868ddaff1514_20250327T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I am just checking on the status of a claim.
[CUSTOMER][NEUTRAL] And with MSMC cardiology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, Ms. [PII], thank you very much. Um, I can help you with the claim. Can you please give me your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Certainly, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm showing is 01887382 M like Mary L like Lima 8.
[CUSTOMER][NEUTRAL] For [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK, thank you. And then what's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] Total amount billed is $1,542.
[AGENT][NEUTRAL] And then what is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] Now it looks like there's a $200 balance.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I pull up this claim and I will be right back, Ms. [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], that's a dang birthday.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. So looking on data service for Rinaldio.
[AGENT][NEUTRAL] I don't find a claim for [PII].
[CUSTOMER][NEUTRAL] OK, looks like let me see what we do here.
[CUSTOMER][NEUTRAL] It's like we rebuild it on [PII] of this year.
[CUSTOMER][NEGATIVE] Doesn't show a payer ID there.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So sometimes that means that they may have mailed it. Um, is [PII] a correct mailing address?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, ma'am. That's not the correct mailing address. Let me give you the, the good one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] I can't tell if it's see. Let me just double check.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What be fine.
[AGENT][NEUTRAL] Now we, I do have the payer ID number if you would like it also.
[CUSTOMER][NEUTRAL] Sure, what's that?
[AGENT][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] And then we also have a fax number you can send it to. Let me give you that information also.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I appreciate the assistance for you. I hope you have a great rest of your day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that should do
[AGENT][POSITIVE] OK, well, you have a good rest of your day also, Ms. [PII], and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.