AccountId: 011433970860
ContactId: dd4bc3b6-fa5e-497f-8624-7ca9450f04cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295309 ms
Total Talk Time (AGENT): 96969 ms
Total Talk Time (CUSTOMER): 124400 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/dd4bc3b6-fa5e-497f-8624-7ca9450f04cd_20250520T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling from the provider's office. I have a question about a claim that we submit, but I received, um, an explanation of benefits stating that it's a duplicate, but I wanna make sure that you guys have the, the claim, please.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please, and I can verify claim status for you.
[CUSTOMER][NEUTRAL] Of course, it's 02427.
[CUSTOMER][NEUTRAL] 07 M like Mary L like Lima 8.
[AGENT][NEUTRAL] OK, uh, it sounds like you're missing a number. Can you give that to me again, please?
[CUSTOMER][NEUTRAL] Probably. Probably.
[CUSTOMER][NEUTRAL] 02424707 ML 8.
[AGENT][NEUTRAL] OK, thank you did. Yes, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] I got it right.
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII]. The original amount bill was $7290.38.
[AGENT][NEUTRAL] OK. And do you have the balance after Primeri is processed to claim?
[CUSTOMER][NEUTRAL] Yes, $4,524.85.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And you said uh [PII] of this year, correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Data Imaging Institute LLC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and it looks like on this claim, we paid $2,924.85. And this was processed on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII] of this year.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] You don't have the check information by any chance?
[AGENT][NEUTRAL] I do, uh, let me know when you're ready I can give you that.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, check number 204.
[AGENT][NEUTRAL] 3556.
[AGENT][NEUTRAL] Um, check was issued on [PII].
[AGENT][NEUTRAL] And it mailed to [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] I guess [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, that is the correct address.
[CUSTOMER][NEUTRAL] Yes, it is. Thank you. Let me ask you something. Because in this particular case, the primary insurance deny one code. We submit the documentation for reprocessing, we are still waiting. In that case, can I submit the claim again when I receive the second payment for the original claim?
[AGENT][NEUTRAL] Uh, you can, yes, ma'am. If the primary insurance reprocessed or anything else to the claim, you can submit that to us for review.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] I really appreciate your help, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, you're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.