AccountId: 011433970860
ContactId: da42da3d-bb49-42da-874e-4084b7c4c91d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388950 ms
Total Talk Time (AGENT): 121464 ms
Total Talk Time (CUSTOMER): 128112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/da42da3d-bb49-42da-874e-4084b7c4c91d_20241230T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office to check on the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What is the patient policy number, please?
[CUSTOMER][NEUTRAL] Patient policy number is 02458545.
[CUSTOMER][NEUTRAL] M. Mary Lima 7.
[AGENT][POSITIVE] All right, thank you for that and do you have a good call back number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] A's name is [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me repeat back this policy number that I copied down. I copied 02458545. Is that correct?
[CUSTOMER][NEUTRAL] After 45 M. Mary, L Lima, number 7 M L 7.
[AGENT][NEUTRAL] Right, that doesn't bring up that patient's information, um.
[AGENT][NEUTRAL] First name is [PII], or is it [PII]?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]
[AGENT][NEUTRAL] Last name is
[AGENT][NEUTRAL] I'm sorry. OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me do a search by name and see what I can find. Give me just one second please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then what is the um date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the date of service which I'm looking for is, uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, build them out.
[CUSTOMER][NEUTRAL] The amount is $197 even.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yes, APA is secondary insurance.
[AGENT][NEUTRAL] Correct, yeah, we're the secondary. Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] All right, yeah, after the primary.
[CUSTOMER][NEUTRAL] The amount is $53.60.
[AGENT][NEUTRAL] OK, so we don't have any claims on file for that bill amount for [PII].
[CUSTOMER][NEUTRAL] All right. So upon checking in my system, I can see that the paper claim has been billed on the date of uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I don't see anything that matches those amounts that you've given me unfortunately. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, yeah, one moment.
[CUSTOMER][NEUTRAL] Address which we have on file is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is actually not the correct mailing address. Let me give you the corrected mailing address and I can also give you the payer ID if you need it.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right. Yes, sure.
[AGENT][NEUTRAL] Uh, the mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] No. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 4, OK.
[CUSTOMER][NEUTRAL] And the payer ID
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. 60801. That's it.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. And uh could you please help me with the card reference number?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial in today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] All right. And today's date?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Today's date, correct? [PII]. All right. Thank you so much.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] All right. Thank you so much, sir, for your assistance.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too have a good day.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.