AccountId: 011433970860
ContactId: e8c62a74-cb70-4660-8df4-c79870f5d7bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339200 ms
Total Talk Time (AGENT): 104841 ms
Total Talk Time (CUSTOMER): 82193 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e8c62a74-cb70-4660-8df4-c79870f5d7bb_20250114T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, good afternoon. Uh, my name is [PII]. I'm calling from provider office to check the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah. Uh, it is [PII]. It is directly, no extension.
[AGENT][NEUTRAL] OK. Can you repeat the first three digits?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Mister [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh 256.
[CUSTOMER][NEUTRAL] 953 7
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah. The first name is [PII].
[CUSTOMER][NEUTRAL] The last name [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes. It is [PII]. Total charges $1,504 even.
[AGENT][NEUTRAL] OK, so [PII], the amount of $1,504. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, we received the claim on [PII] process on [PII], and we need the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Uh, could you please help me, uh, from, could you please check from your end which one is the primary insurance?
[CUSTOMER][NEUTRAL] Uh, actually, I have seen the medical record. There is no, uh, no other insurance form in my end.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] I'll have to pull the group. Do you mind holding for me?
[CUSTOMER][POSITIVE] Yeah, OK, no issue. Take your time.
[AGENT][POSITIVE] Thank you. Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Mr. [PII]. Looks like the major medical is Asmed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sir, that is a major.
[CUSTOMER][NEUTRAL] Assessment, right?
[AGENT][NEUTRAL] Major medical is Ahmed.
[CUSTOMER][NEUTRAL] Ass.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK. Uh.
[CUSTOMER][NEUTRAL] Uh, can I get the claim number?
[AGENT][NEUTRAL] Um, sure, bear with me.
[AGENT][NEUTRAL] OK, that's 354-719-0.
[CUSTOMER][NEUTRAL] 90 OK.
[CUSTOMER][NEUTRAL] And, and also, could you please spell your name? Actually I missed your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, nothing else. Uh, finally, can I get the call reference number also?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Oh thanks.
[CUSTOMER][POSITIVE] Thank bye bye.