AccountId: 011433970860
ContactId: eff1b613-ee94-40a3-a4cb-080ecbe63b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277890 ms
Total Talk Time (AGENT): 100459 ms
Total Talk Time (CUSTOMER): 128750 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/eff1b613-ee94-40a3-a4cb-080ecbe63b6f_20250220T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from our provider's office. I'm calling regarding a claim for a patient. Would you be able to assist me?
[AGENT][POSITIVE] It would be my pleasure to assist you and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Last initial is [PII].
[AGENT][POSITIVE] Thank you, dear.
[AGENT][POSITIVE] Perfect thank you and what is a good call back?
[CUSTOMER][NEUTRAL] Did you say your name was [PII] or [PII]?
[AGENT][NEUTRAL] [PII] first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah what is the callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02520562.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] But I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, we have him listed as [PII].
[CUSTOMER][NEUTRAL] Yes, what did I say?
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Hello. Oh my God, I'm sorry, it's [PII]. I'm reading another patient's file. It's [PII]. Oh my God, [PII], [PII]. I'm sorry, I'm looking at more than one place.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, you are fine. I mean, I get it. We have so much stuff in front of us sometimes because it, it's easy to do, isn't it?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Um, not a problem.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Now I will be happy to assist you with that claim information. Do you have a claim number or do we need to check claim status?
[CUSTOMER][NEUTRAL] No claim number, but I do have the date of service and the bill amount.
[AGENT][NEUTRAL] Alright, what is that data service for?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the billing amount is $233 even.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] It's All True Health System or Allru Hospital?
[AGENT][NEUTRAL] And I apologize. What did you say that build amount was?
[CUSTOMER][NEUTRAL] $233 even.
[AGENT][NEUTRAL] And what is the CPT if you don't mind?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 73,630
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And 99212.
[CUSTOMER][NEUTRAL] Well, it's the one that has a dollar value is 73,630.
[AGENT][NEUTRAL] OK, let me check because I have a claim for that data service with the CPT for Ultra Health Systems for $60.
[CUSTOMER][NEUTRAL] Oh, that's from the professional billing. The one that I gave you is from the facility billing.
[CUSTOMER][NEUTRAL] For 233.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure if you received it. If not, I can send it again. I just wanted to verify.
[AGENT][NEUTRAL] Yeah, I am not sure when a claim on file for that service for 233.
[CUSTOMER][NEUTRAL] OK. All right. I'll just go ahead and send it and the mailing address we have on file is [PII].
[CUSTOMER][NEUTRAL] Um, what's that? How is that pronounced? [PII], whatever, [PII], 5, yeah, [PII]. Is that the correct, um, mailing address?
[AGENT][NEUTRAL] Vegan. Mhm.
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and resubmit this please.
[AGENT][NEUTRAL] I get it. I mean, all these words and names. Oh, I get it.
[CUSTOMER][NEUTRAL] I'm not used to it. Oh [PII], do you have a reference number, my dear?
[AGENT][NEUTRAL] It's gonna be my name in today's date.
[CUSTOMER][POSITIVE] And the date. OK. All right. I'm gonna send that over to you and I really appreciate your help with this, OK?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you today and thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.