AccountId: 011433970860
ContactId: d23835dc-ecea-4a5a-a2ef-47a99c333e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128350 ms
Total Talk Time (AGENT): 61397 ms
Total Talk Time (CUSTOMER): 65474 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d23835dc-ecea-4a5a-a2ef-47a99c333e0f_20250303T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get claim status please.
[AGENT][NEUTRAL] OK, I verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what was your name again?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII] and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] That is 02446538.
[AGENT][POSITIVE] OK, thank you. Give me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and what was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and the total amount billed is $557.
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] No, I do not, so y'all are a secondary payer?
[AGENT][NEUTRAL] Uh, this is secondary only, yes, ma'am. And you're calling from?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Medical University Hospital Authority, right, so they build it out y'all as primary so I yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, this is a secondary only. It looks like we received the claim and we processed as needing primary EOB.
[CUSTOMER][NEUTRAL] OK, alrighty, well I will bill that out to the primary payer.
[CUSTOMER][NEUTRAL] Alright and just a reference number for this call and that will be it.
[AGENT][NEUTRAL] Oh, we don't give reference numbers, but if you like, you may use my name in today's date, and it's [PII] at last initial Q.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII]. You have a wonderful day.
[AGENT][NEUTRAL] Uh, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] I think you can just
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye.