AccountId: 011433970860
ContactId: d3fddd1b-fb95-4193-b19f-61166409a119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425859 ms
Total Talk Time (AGENT): 84538 ms
Total Talk Time (CUSTOMER): 120548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d3fddd1b-fb95-4193-b19f-61166409a119_20250516T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII]. My first name is [PII]. My last name is [PII] calling you from the provider's office looking for payment status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, the callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And policy number of that patient.
[CUSTOMER][NEUTRAL] 02435035.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is, uh, [PII] and last name is.
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] total charge is $3,694 even.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I've got a claim for that data service, but, uh, uh, can you repeat the bill charges?
[CUSTOMER][NEUTRAL] The charges is $3,694 even.
[AGENT][NEUTRAL] OK, looks like we don't have that on file. We just have a physician claim.
[CUSTOMER][NEUTRAL] OK, uh, can I have the emergency?
[AGENT][NEUTRAL] Members's effective dates [PII].
[AGENT][NEUTRAL] A plan is active, no term date, and there's no timely filing, so you can submit any time.
[CUSTOMER][POSITIVE] OK, thank you. Let's move to the next patient.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, the idea is, uh.
[CUSTOMER][NEUTRAL] The ID is 4 I'm sorry 02357788.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is uh first name is [PII]. Last name is [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] a service and bill charges.
[CUSTOMER][NEUTRAL] Uh, that of services, uh, August 1st 24 total charge is $5,975.
[AGENT][NEUTRAL] That was received 2-13-2025.
[AGENT][NEUTRAL] That same day.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, it looks like we're needing an explanation of, from the primary insurance carrier and the diagnosis for which treatment was provided.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] OK, can I have the uh fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] And the claim number.
[AGENT][NEUTRAL] Same number 356-353-1.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, thank you. Let's move to the bus station.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, uh, policy number of the patient?
[CUSTOMER][NEUTRAL] 02137727
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. 1st name is [PII]. Last name is uh [PII].
[AGENT][NEUTRAL] State of service and bill charges.
[CUSTOMER][NEUTRAL] 3625 total charge is $57,227.28.
[AGENT][NEUTRAL] OK, you said, and what were the bill charges again? I'm sorry.
[CUSTOMER][NEUTRAL] The charges is $57,227.28.
[AGENT][NEUTRAL] Don't have a claim on file for that build amount.
[CUSTOMER][NEUTRAL] OK, uh, can I have the memory effective date?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Um, plan is current and no term date.
[CUSTOMER][NEUTRAL] OK, and call reference number?
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Uh, thank you. Thanks for the call today and have a very blessed day.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.