AccountId: 011433970860
ContactId: f3d3d6a2-da1f-4f16-85b0-4d1cee0db44d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272859 ms
Total Talk Time (AGENT): 98691 ms
Total Talk Time (CUSTOMER): 141671 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f3d3d6a2-da1f-4f16-85b0-4d1cee0db44d_20250313T12:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, how are you? What's your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I thought you said [PII]. I'm sorry. My name is [PII], and I'm calling from, I'm calling from Lexington Medical Center. Just trying to check eligibility on, um, a member, please.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I can assist you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Put it.
[CUSTOMER][NEUTRAL] Policy number that we have on file is 01673462.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] You gave me [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, we're verifying just her effective date and if she's, if the policy is active.
[CUSTOMER][NEUTRAL] Yes, a date for a particular data service if possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing the effective date is January I'm sorry, [PII]. I show this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so 327 they were active, OK.
[CUSTOMER][NEUTRAL] OK, because the porter say that you all didn't have a claim, so that y'all didn't have a claim, so I was the day of service.
[AGENT][NEUTRAL] What, what
[AGENT][NEUTRAL] You said the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Of year [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and what's the total bill amount?
[CUSTOMER][NEUTRAL] $430.68 but it's a balance left of $85.
[AGENT][NEUTRAL] OK. I do
[AGENT][NEUTRAL] I do see the claim, um, so it should be on the portal so let's, when you logged on, um, can you verify the payer, the tax ID number that you entered and then the patient account number that's on your claim? That might be the issue.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Tax ID is [PII], for the um account number is [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm that's what I show.
[CUSTOMER][NEUTRAL] Mm, try me.
[AGENT][NEUTRAL] Try it, try it again.
[AGENT][NEUTRAL] And um I'll give you the claim number and then that way you can do that quick search.
[CUSTOMER][NEUTRAL] Yeah, let me try
[CUSTOMER][NEUTRAL] Yeah, that's the main treat I think with your portal. It's like claim numbers are everything.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me get up here.
[CUSTOMER][NEUTRAL] So I can get the claim number from you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] That number is 344.
[CUSTOMER][NEUTRAL] for you.
[AGENT][NEUTRAL] 7002.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the claim number. So the quick search you'll need the, the claim number, the patient's first name, and the patient's date of birth.
[CUSTOMER][NEUTRAL] Oh, that's it. OK.
[CUSTOMER][NEUTRAL] OK, I'll have to go back and stop and kick me out. Oh no, there it is. OK.
[CUSTOMER][NEUTRAL] A 4
[CUSTOMER][NEUTRAL] OK, so my first name is [PII]. Date of birth [PII]. Let's see what we found.
[CUSTOMER][NEUTRAL] One claim file.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Well let me pull up there it is. I click on the same number. OK. Oh wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's something else. I don't know. Mm.
[CUSTOMER][NEUTRAL] OK, it's just starting to download.
[AGENT][NEUTRAL] That was for an office visit?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah we have it. Thank you so much, Miss. I appreciate you.
[AGENT][NEUTRAL] You're welcome, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] So then I have the EOB, um, do you have a reference number for our call this morning?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Uh, we don't provide reference numbers, but you can use my name in today's date as reference, you know, [PII], first initial of last is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you Miss [PII]. I do appreciate it and I hope you have a great day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too. Bye-bye.