AccountId: 011433970860
ContactId: e4e7507b-e7a6-4e93-b449-f183b10d93e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354660 ms
Total Talk Time (AGENT): 152960 ms
Total Talk Time (CUSTOMER): 95495 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e4e7507b-e7a6-4e93-b449-f183b10d93e4_20250122T21:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], you're calling from provider's office to check on claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you. What is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, KFC. And what is the callback number?
[CUSTOMER][NEUTRAL] Before you proceed, I'll let you know this call will be recorded for internet quality and training purpose, and the callback number is [PII] with extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 025578-885.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that claim status [PII]. What is the data service?
[CUSTOMER][NEUTRAL] [PII] and the amount is $1,078. 1078.
[AGENT][POSITIVE] Thank you and the facility name please?
[CUSTOMER][NEUTRAL] Vitalinity group holding.
[AGENT][NEUTRAL] All right, thank you. [PII], we did receive this claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And this claim is pending for the primary EOB.
[CUSTOMER][NEUTRAL] OK, thank you. Could you please provide the claim number?
[AGENT][NEUTRAL] The claim number is 35543558.
[CUSTOMER][NEUTRAL] Um, and fax number?
[AGENT][NEUTRAL] Fax number to our claims department is [PII].
[AGENT][NEUTRAL] 36594.
[AGENT][NEUTRAL] 23.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh, actually, I do have one more another claim, uh, for the different patients. So could you please help me with that also?
[AGENT][NEUTRAL] I can help you with that also and did you want the claim number Ky?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see, I did give that to you, didn't I? 355-435-8?
[CUSTOMER][POSITIVE] Yes, yes, I got it.
[AGENT][POSITIVE] OK. I just wanted to make sure. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And what is the next policy number for the patient, for the next patient?
[CUSTOMER][NEUTRAL] 02221656. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then bill them out, please.
[CUSTOMER][NEUTRAL] 619.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now the original claim.
[AGENT][NEUTRAL] uh we've received this twice. The original claim was pending for the primary EOB.
[AGENT][NEUTRAL] Looks like we did receive that EOB.
[CUSTOMER][NEUTRAL] But I
[AGENT][NEUTRAL] On [PII] and process, let's see, wait a minute, bear with me. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, received it on [PII], and processed on [PII], and that was denied as a duplicate. The primary EOB was not attached to the claim.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It has been a pleasure to assist you with claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, I do have one more another claim for the same patient but different service which is [PII], this.
[AGENT][NEUTRAL] OK, bear with me just one sec.
[AGENT][NEUTRAL] What was that next data service? I apologize [PII].
[CUSTOMER][NEUTRAL] 2nd, [PII].
[CUSTOMER][NEUTRAL] In bill amount is 671.
[AGENT][NEUTRAL] For December yeah for [PII], I do not have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, so could you please provide me the pay ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Could you please verify my uh mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Um, could I please know the effective date of the policy?
[AGENT][NEUTRAL] Effective date [PII] and current.
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please provide me the call reference number?
[AGENT][NEUTRAL] Call reference number is fine. Mhm. The call reference number is my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] And your name?
[CUSTOMER][POSITIVE] OK, I see. You're very helpful. Have a great day. Bye-bye.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and have a great day. Bye-bye.