AccountId: 011433970860
ContactId: e3d3707d-a626-404d-8c4a-8485287a766c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 688469 ms
Total Talk Time (AGENT): 148357 ms
Total Talk Time (CUSTOMER): 113242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e3d3707d-a626-404d-8c4a-8485287a766c_20250506T16:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from office. I'm checking on a medical claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Uh yeah. Our callback number is [PII]. Extension will be [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's policy is 02431147.
[CUSTOMER][NEUTRAL] And the member's name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII]. That is [PII].
[AGENT][NEUTRAL] OK, let me pull that policy real quick.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is [PII].
[CUSTOMER][NEUTRAL] Charges on the claim is $290 even.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The balance amount?
[AGENT][NEUTRAL] Right after the primary paid their part.
[CUSTOMER][NEUTRAL] Yeah, the balance amount is $50.
[AGENT][NEUTRAL] Thank you sir, and the name of the facility you're calling from please?
[CUSTOMER][NEUTRAL] It is Virginia Urology Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look this claim up for you, Mr. [PII], and I'll be right back, sir.
[CUSTOMER][POSITIVE] Uh thank you for that. And yeah, my name is [PII].
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] [PII], oh my goodness, I am so sorry.
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] [PII], I'll make sure I get it right this time.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I do have the claim information for you.
[AGENT][NEUTRAL] First, uh, let me give you, yes sir, let, let me give you the correct policy number, the one that you gave me, um, lapsed in [PII], but let me give you the good one.
[CUSTOMER][NEUTRAL] Yeah, you can find me that.
[AGENT][NEUTRAL] It's 16
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4484445.
[CUSTOMER][NEUTRAL] Um, just to confirm, that is 1648445.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And the claim number is 358.
[AGENT][NEUTRAL] 249.
[CUSTOMER][NEGATIVE] Uh, I'm sorry, your voice is, uh, bit cutting off. I cannot hear you properly.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, I'm sorry, it's the claim number is 3582419.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The claim was paid $50.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 203-6147.
[AGENT][NEUTRAL] Um, and the check did clear the bank.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Just to confirm, it was cleared on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. When did you receive this claim?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received it on [PII].
[AGENT][NEUTRAL] And process it on [PII].
[CUSTOMER][NEUTRAL] OK. And there is no patient responsibility on the claim, right?
[AGENT][NEGATIVE] No, and we don't give patient responsibility.
[CUSTOMER][NEUTRAL] OK. Is it a single check or a bulk check?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] All right. Can I get the copy of your bill through a fax number?
[AGENT][NEUTRAL] Yes sir, what is your fax number?
[CUSTOMER][NEUTRAL] It is 866.
[CUSTOMER][NEUTRAL] 822
[CUSTOMER][NEUTRAL] 9770.
[AGENT][NEUTRAL] OK, and [PII], I'm gonna put you on a quick hold while I get this EOB faxed over to you and I'll be right back, sir.
[CUSTOMER][POSITIVE] All right, thanks so much for that.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have that fax on its way to you now, sir.
[CUSTOMER][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] Yup. Can I get the reference number for today's call?
[AGENT][NEUTRAL] Yes, sir. You can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for providing that information and have a great day. Bye for now.
[AGENT][POSITIVE] You too, [PII]. That's everything I can help you with today.
[CUSTOMER][POSITIVE] Yeah, that's all for today. Thanks so much for that.
[AGENT][POSITIVE] OK, well you have a good rest of your week and thank you for calling APL sir. Bye-bye.