AccountId: 011433970860
ContactId: f55b8da2-b10e-4fd8-97fe-4f3f5f2023c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232570 ms
Total Talk Time (AGENT): 68840 ms
Total Talk Time (CUSTOMER): 95412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f55b8da2-b10e-4fd8-97fe-4f3f5f2023c9_20250402T21:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII] calling from provider office. Actually I want to discuss the claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01887176 M like Mary, L like Lima number 7.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The service I have, it's [PII]. The bill amount is $1,424 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see, there is no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Yeah, we have billed the claim on [PII]. So, you can check that if you receive or the claim is uh like rejected or not, you in the rejected, rejection tab, you can check that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't have anything for that data service, [PII]. Would you like to verify the mailing address or fax?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You can provide me the fax number. I can fax the paper claim and with primary EOB, right?
[AGENT][NEUTRAL] Mhm. Correct. The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, the patient plan cover, actually, the primary insurance uh make a co-pay amount. So, the patient plan covered and pay the copay amount or not?
[AGENT][NEUTRAL] Yeah, we're the secondary insurance, so this will pick up co-pay, deductible, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Uh, sorry. Uh, can you please repeat it again?
[AGENT][NEUTRAL] We're the secondary insurance, so this will pick up any deductible, co-pay, or co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Can you please give me the call reference number?
[AGENT][NEUTRAL] That would be my name with my last initial than today's date. My name is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Right. Thank you, sir. Uh. Have a nice and great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.