AccountId: 011433970860
ContactId: d21b8610-b383-47a1-ad55-e548b822c9ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305920 ms
Total Talk Time (AGENT): 118463 ms
Total Talk Time (CUSTOMER): 125168 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d21b8610-b383-47a1-ad55-e548b822c9ba_20250307T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, perfect, thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. I just, I have um.
[CUSTOMER][NEUTRAL] An old claim I was asked to follow up on and I have a question.
[CUSTOMER][NEUTRAL] About a procedure code, but I wanted to pull the patient up first.
[AGENT][POSITIVE] All right. Well, it would be my pleasure to assist you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure do. That is 1451761.
[AGENT][POSITIVE] Alright, thank you [PII]. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Something like that.
[CUSTOMER][NEUTRAL] You could say it, you could say it two different ways.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you. What is Mr. [PII]? I'm done, I'm just not even gonna try. What is Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And [PII], do you happen to have the claim number or do we need to look it up by date of service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think I have that claim number just let me get out of this little space here.
[AGENT][POSITIVE] All right. Take your time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a minute, my computer's thinking.
[AGENT][NEUTRAL] It's probably thinking, will y'all ever quit and go home?
[CUSTOMER][NEUTRAL] All right, it's Friday.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEGATIVE] I don't know if this is right if this ain't this ain't the right claim number.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] I have a check number.
[CUSTOMER][NEUTRAL] I have a claim number that starts with a C as in cat. No, no, so the data service would be April 12, 2023.
[AGENT][NEUTRAL] No, that's not us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] April 12, 2023. And what is that billed amount?
[CUSTOMER][NEUTRAL] Uh, one second, I have to pull up this claim.
[AGENT][NEUTRAL] And then I'll need the facility name.
[CUSTOMER][NEUTRAL] The the bill amount is $1,748.
[CUSTOMER][NEUTRAL] And the facility is Skin Cancer Century.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Center.
[CUSTOMER][NEUTRAL] One side says entry, the other side says center, so I'm like, oh.
[AGENT][NEUTRAL] I'm sorry. I'm not, I'm not laughing at you. I'm just laughing this Friday. That's why I'm laughing. It's just whatever.
[CUSTOMER][NEUTRAL] That's OK, it's Friday.
[AGENT][NEUTRAL] All right. OK. So I do have a claim on file and we paid $215.43 to Skin Cancer Centry Center, whichever one.
[CUSTOMER][NEUTRAL] Oh, you paid 21543.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause we have that you paid.
[AGENT][NEUTRAL] Oh let me check.
[CUSTOMER][NEUTRAL] We have that you've paid.
[CUSTOMER][NEUTRAL] 0 2:15.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I got.
[CUSTOMER][NEUTRAL] What is your allowed amount for um.
[CUSTOMER][NEUTRAL] CPT code 77285.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] now
[AGENT][NEUTRAL] 772-85. Now this is a secondary policy. It's a gap policy, so we pay for the deductible co-payer co-insurance, and on that CPT 77285, we paid $57.86.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 86 cents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII], do you give reference numbers for the call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I, yeah, spell my name, [PII].
[CUSTOMER][NEUTRAL] Today's date.
[AGENT][NEUTRAL] And [PII], would you like that claim number?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] The claim number is 331.
[AGENT][NEUTRAL] 0142.
[CUSTOMER][POSITIVE] Thank you so much you have a wonderful day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APR and have a great weekend.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you