AccountId: 011433970860
ContactId: e57596af-0cb7-47ff-a9c7-c6ee96786627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 996830 ms
Total Talk Time (AGENT): 117246 ms
Total Talk Time (CUSTOMER): 135873 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e57596af-0cb7-47ff-a9c7-c6ee96786627_20250130T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, how are you?
[AGENT][POSITIVE] I'm doing well how are you doing this morning?
[CUSTOMER][NEUTRAL] I'm OK, thank you for asking. My name is [PII] and I'm calling from Lexington Medical.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On behalf of um Lexus and Neurology, just calling to see if you could provide claim status for me.
[AGENT][NEUTRAL] Yes, I can help you with claim status [PII]. um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um this one is for [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] It is 01
[CUSTOMER][NEUTRAL] 673-469
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK and then what is the data service?
[CUSTOMER][NEUTRAL] Data service in question is [PII], and the bill charge is $165.
[AGENT][NEUTRAL] OK, and then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, it's $85.
[AGENT][NEUTRAL] 85.
[AGENT][NEUTRAL] OK, I'm gonna put you on a, I'm gonna put you on a brief hold [PII] while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you, Ms. [PII].
[AGENT][NEUTRAL] You're very
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So I have the claim, um, the claim number is 353-3609.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered by the insured's policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And because I didn't see it on your on your website, so that's why on the provider portal so that's why I called in. So now I should be able to pull the EOV since I have the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, yes, ma'am. And now if you need me to send you a copy of the EOB, I can fax that to you.
[CUSTOMER][NEUTRAL] I'm gonna see can I pull it without harassing you.
[CUSTOMER][NEUTRAL] I try not to call in if I have a website, I try to but instead of filling up your, your queue.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] That's OK, that's OK, that's what we're here for.
[CUSTOMER][NEUTRAL] Let's see did it come up for me.
[CUSTOMER][POSITIVE] Yeah, I appreciate that too it's like.
[AGENT][POSITIVE] But that's nice of you to think about us.
[CUSTOMER][NEGATIVE] No, it's not coming up. So yeah, see the last, last 24, OK, so I'm gonna have to bother you for this one, this store.
[AGENT][NEUTRAL] OK, alright, what is your um fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. I'm gonna give you my number to my desk. [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, OK, Ms. [PII], how do I spell your name? Is it [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, it's TAK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I was way off. OK, I'm glad I asked you how to spell your name.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, I'm, I'm gonna put you, I'm gonna put you on brief hold while I fax that over to you. I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I'm having some troubles getting this thing to load and I wanted just to let you know that that's why it's taking so long. Um, I want you to think I forgot about you.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be just a second while my computer gets mapped right. OK. All right. Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] It's OK. I understand it's computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.