AccountId: 011433970860
ContactId: e4698b7c-5432-45d8-99d1-713abd73cadf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248210 ms
Total Talk Time (AGENT): 101743 ms
Total Talk Time (CUSTOMER): 103866 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e4698b7c-5432-45d8-99d1-713abd73cadf_20250313T16:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 01867080. M as in Mike, L as in Lima, number 8. And could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, [PII]. And Ms. [PII], do you have a callback number? Are you welcome? Uh do you have a callback number? OK.
[CUSTOMER][POSITIVE] Oh thank you so much.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct? And what's the data service and amount of the charge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The date of service is on [PII]. The date of service, the total charges is $2,086 even.
[AGENT][NEUTRAL] OK. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Sorry, you are the secondary for this member, right?
[AGENT][NEUTRAL] Correct. Do you have the balance after primary has processed the claim?
[CUSTOMER][POSITIVE] OK. What information? Yes, yes, yes, that's correct.
[AGENT][NEUTRAL] OK, what's the balance after primary?
[CUSTOMER][NEUTRAL] Oh, the balance amount is
[CUSTOMER][NEUTRAL] $1,097.22. It's $1097.22.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Claims provider's office.
[AGENT][NEUTRAL] You are calling the name of the provider's office, ma'am?
[CUSTOMER][NEUTRAL] Uh, it's facility name is Abuca Anesthesia Service and the rendering provider's name is [PII].
[AGENT][NEUTRAL] OK, thank you. And while I'm looking at claim uh status, to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] So you, you need a primary EOB?
[AGENT][NEUTRAL] No, ma'am. I'm just letting you know where you can locate any claim status. Give me one moment, I'm still locating the claim, OK? Thank you.
[CUSTOMER][NEUTRAL] Sure, sure. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the procedure code?
[CUSTOMER][NEUTRAL] We build uh the procedure code is.
[CUSTOMER][NEUTRAL] 00220.
[AGENT][NEUTRAL] And the modifier?
[CUSTOMER][NEUTRAL] QK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And P3.
[AGENT][NEUTRAL] Uh, yeah, I'm showing that claim process is needing primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah, I need primary EOB, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you have any fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention to
[AGENT][NEUTRAL] Claims Department.
[CUSTOMER][NEUTRAL] OK, may I know the call reference number?
[AGENT][NEUTRAL] We don't give reference numbers, but you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Q as in Queen and today 3 13-2025. OK, thank you so much for your help. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day, Miss [PII].