AccountId: 011433970860
ContactId: f3f4985a-1700-4aa0-97fb-d6e1f57017e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374119 ms
Total Talk Time (AGENT): 97793 ms
Total Talk Time (CUSTOMER): 69380 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f3f4985a-1700-4aa0-97fb-d6e1f57017e8_20250122T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Dr. Robertson's office. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing fine. I need a little help on some outstanding claims on a mutual patient.
[AGENT][NEUTRAL] OK Ms. [PII], I can help you um can you please give me your call back number just in case call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, you're kind of staticky [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then what's this's policy number?
[CUSTOMER][NEUTRAL] 606,740
[AGENT][NEUTRAL] OK, let me pull the policy in real quick for us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][POSITIVE] There's one outstanding for [PII] and then one on [PII].
[AGENT][NEUTRAL] OK, and what's the charge amount for the 91924?
[CUSTOMER][NEUTRAL] 121.
[AGENT][NEUTRAL] OK, and then the charge amount for the 10 124?
[CUSTOMER][NEUTRAL] 11:03.
[AGENT][NEUTRAL] OK, and you're with Doctor [PII]'s office, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look that claim up for you and I'll be right back.
[CUSTOMER][POSITIVE] Very well, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, um, Ms. [PII], I've got 2 claims pulled up for those dates of service, but they're not matching the dollar amount that you gave me, but it is for your provider, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I've got claim number 351-8158.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see. I've got a remark on there that um the policy does not provide benefits for any procedure or service not listed in the fee schedule.
[AGENT][NEUTRAL] But it also paid.
[AGENT][NEUTRAL] On procedure 00350.
[AGENT][NEUTRAL] It paid $25.
[CUSTOMER][POSITIVE] I saw, I saw that and I couldn't because I was on hold and I appreciate you looking. It got put in as the secondary insurance paid and not the primary, so I hate that you went through that and yes, so the mystery is solved, so I get to fight with [PII] now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, OK. No, it's OK.
[AGENT][POSITIVE] Oh, great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, indeed. Alright, thank you so much.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good afternoon. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.