AccountId: 011433970860
ContactId: f577baea-7406-450c-ad07-5d652b5f8363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488359 ms
Total Talk Time (AGENT): 116829 ms
Total Talk Time (CUSTOMER): 96069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f577baea-7406-450c-ad07-5d652b5f8363_20250528T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling um regarding claims. I'm just calling to see if this claim is on file for you guys.
[AGENT][NEUTRAL] OK, I can help you with the claim. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And are you calling from the facility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what is your um facility name?
[CUSTOMER][NEUTRAL] For a physical therapy.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02465776ML8.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service is [PII], and the bill amount is $880.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see that would be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Deductible, so 4876.
[AGENT][NEUTRAL] 4876. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Ari, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 13
[AGENT][POSITIVE] Thank you, Ms. [PII], for holding for me. I have the claim information for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The claim number is 354-7213.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the claim was paid $48.76.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 2,021,260.
[AGENT][NEUTRAL] And it cleared the bank on [PII].
[CUSTOMER][NEUTRAL] OK. Let me see here. Let me look up that check number in the system.
[AGENT][NEUTRAL] It looks like the original check was for $147.41.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which had 4 dates of service on it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2 for [PII] and 2 for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the, the payment that was made was 4876.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Or that was the 147 payment.
[AGENT][NEUTRAL] The payment is $48.76.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] OK, are you able to um.
[CUSTOMER][NEUTRAL] Let me check one more thing before I get off the phone with you. I'm sorry, I'm gonna try one more place to look for this remit because I haven't found it.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can send you the EOB if you would like for me to fax that to you so you could see the breakdown.
[CUSTOMER][POSITIVE] Oh yeah, that'd be great.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me put you on a quick hold real quick and get that faxed over to you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, [PII], thank you for holding for me. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII].
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with today?
[CUSTOMER][POSITIVE] Yes, that's all thank you very much.
[AGENT][POSITIVE] Alright well you take care and you have a good rest of your week. Thanks for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mm.