AccountId: 011433970860
ContactId: ebab7277-550a-4ea2-8c49-8566cca254eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343160 ms
Total Talk Time (AGENT): 73908 ms
Total Talk Time (CUSTOMER): 102394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ebab7277-550a-4ea2-8c49-8566cca254eb_20250429T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office. I want to discuss the claim status.
[AGENT][NEUTRAL] OK. Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII] and the last initial is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] The callback number is [PII]. It's a direct line number.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 1097952.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. And the date of birth is
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that one day to service.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, hold on one moment please.
[AGENT][NEUTRAL] OK. Is this for a doctor's charge or facility bill?
[CUSTOMER][NEUTRAL] OK, so doctor charge.
[AGENT][NEUTRAL] OK, do you have a procedure code for that?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] The procedure code is 76,700 and 78264.
[AGENT][NEUTRAL] 76,770 and
[AGENT][NEUTRAL] What was the other one?
[CUSTOMER][NEUTRAL] And the second is 78264.
[AGENT][NEUTRAL] 7264.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the bill amount?
[CUSTOMER][NEUTRAL] The bill amount is $266 even.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, I'm not showing where he received that claim.
[CUSTOMER][NEUTRAL] OK. Uh, can you provide me the member eligibility member is active or not?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] May I have the um the policy and date?
[AGENT][NEUTRAL] The policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It doesn't have an end date. It's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I confirm the payroll.
[AGENT][NEUTRAL] What were you needing?
[CUSTOMER][NEUTRAL] I said the the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 608
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, may I have the caller reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. Can you spell your name, please?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Last initial [PII]
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye bye.