AccountId: 011433970860
ContactId: e8ed661f-73d0-4fae-a3ca-d3ba689639cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 834960 ms
Total Talk Time (AGENT): 107461 ms
Total Talk Time (CUSTOMER): 111711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e8ed661f-73d0-4fae-a3ca-d3ba689639cb_20250227T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking for the claim status.
[AGENT][NEUTRAL] OK, and did you, can you please spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you very much and then what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII] with a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient name is, uh, first of all, policy number is 015.
[CUSTOMER][NEUTRAL] 92015. And the patient name is [PII].
[CUSTOMER][NEUTRAL] Brand name, date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] Alright, and then what is the date of service?
[CUSTOMER][NEUTRAL] Data service [PII] bill amount is $332 even for the charges.
[AGENT][NEUTRAL] $232 even?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK thank you and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Uh, the left part is $70 even.
[AGENT][NEUTRAL] OK, and can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I'm calling from Texas Digestive Disease Consultants.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, um, Mr. [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for [PII].
[AGENT][NEUTRAL] I've got the claim for you. The claim number is 354.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 7749.
[AGENT][NEUTRAL] And let me look real quick.
[AGENT][NEUTRAL] OK, and the check was paid $25.
[AGENT][NEUTRAL] With check number 2021245.
[AGENT][NEUTRAL] The check has cleared the bank.
[AGENT][NEUTRAL] And that clear date was on [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Is it for bulk or a single payment check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] And uh rest amount uh is uh patient responsibility, $45.
[AGENT][NEUTRAL] We don't give patient responsibility only because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK, so $45 it is, uh, it's not, uh not a patient responsibility, right?
[AGENT][NEGATIVE] I can't give patient responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what is, uh, what is this uh amount? Is it co-insurance, co-pay or deductible? What is this?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] We got the billed amount of $70 and we paid $25 towards procedure 99204.
[CUSTOMER][NEUTRAL] OK, and $45 goes to adjustment or uh.
[CUSTOMER][NEUTRAL] Patient responsibility. I can you please clarify?
[AGENT][NEGATIVE] No, I can't I can't give patient responsibility.
[CUSTOMER][NEUTRAL] OK, so can you please provide me the uh EOB by fax?
[AGENT][NEUTRAL] Yes, what's your fax number, sir?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed over to you. I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on up with this computer.
[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.