AccountId: 011433970860
ContactId: d7ba64f8-fe24-4fe2-9065-2cb32af33c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 665309 ms
Total Talk Time (AGENT): 150804 ms
Total Talk Time (CUSTOMER): 208761 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d7ba64f8-fe24-4fe2-9065-2cb32af33c2a_20250416T14:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling STL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office. I want to check up on claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Are you. Can I please get your uh callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, it's patient's name is [PII].
[CUSTOMER][NEUTRAL] And uh the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the, the ID is
[CUSTOMER][NEUTRAL] 1381794. And uh could you please spell your name for me?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] And let me look up, you're very welcome.
[CUSTOMER][NEUTRAL] Yeah so you really have not.
[AGENT][NEUTRAL] OK, I have [PII] pulled up. Can I please get his data service and charge amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII], and the, the bill amount is $733.25.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh wait, let me check uh how much they paid.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh we need to check the EB.
[CUSTOMER][NEUTRAL] OK, so they paid $250.
[CUSTOMER][NEUTRAL] And the the rest of the amount is $250 is a co-pay.
[AGENT][POSITIVE] OK, thank you. I appreciate that. And then um what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It's Big South Fork Medical Center.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look this claim up for us. I you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] Thank you all you for holding for me. I have the claim ready for you. The claim number is 357573-9.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was paid $250.
[AGENT][NEUTRAL] With check number 203.
[AGENT][NEUTRAL] 2976.
[AGENT][NEUTRAL] The claim did clear the bank on [PII].
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] And the check was issued on [PII].
[CUSTOMER][NEUTRAL] OK, uh the check number is 203-2976. Correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And uh you're saying that the issue date is [PII] and cashed on [PII]. And could you please tell me when did you receive this claim? OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes sir, let me look real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And you pay, is it $250.
[CUSTOMER][NEUTRAL] And uh the check issued in this.
[AGENT][NEUTRAL] $250.
[CUSTOMER][NEUTRAL] OK, and uh.
[CUSTOMER][NEUTRAL] Cash on the state. So you provide me a claim number is 357-573-9, correct?
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][NEUTRAL] Uh, OK. So, so, uh, [PII], could you please, uh, fax me the EUB?
[AGENT][NEUTRAL] Yes, I can fax you the EOB. Can you please give me your fax number?
[CUSTOMER][NEUTRAL] Yeah, it's 320.
[CUSTOMER][NEUTRAL] 3,342,390.
[CUSTOMER][NEUTRAL] 19589.
[AGENT][NEUTRAL] And then how do I spell your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh could you please tell me what, uh, it's a bulk check or a single check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that EOB fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ay you. I've got that fax on its way to you now, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. Thank you, [PII]. And uh uh sorry, could you please tell me what the allowed amount?
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The allowed amount?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, you pay the $250 and uh so it's the allowed amount also.
[AGENT][NEUTRAL] Right, the claim was for $250 for the co-pay and we paid the $250.
[CUSTOMER][NEUTRAL] OK. Yes. OK. Thank you. So, thank you, [PII], and uh could you please uh provide me a call reference number for the call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK. OK. So, thank you, [PII]. So that's all for today. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I, I hope you have a wonderful [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, thank you so much. Sorry. Bye-bye. Have a good day.
[AGENT][POSITIVE] OK, well you take care and thanks for calling APL.
[AGENT][NEUTRAL] Mm bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.