AccountId: 011433970860
ContactId: f6c95b00-782c-4ba2-b3d6-24cb36e931cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363899 ms
Total Talk Time (AGENT): 95142 ms
Total Talk Time (CUSTOMER): 126436 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f6c95b00-782c-4ba2-b3d6-24cb36e931cc_20250618T14:41_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Rotech provider office. I need to know the general claim status.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 256-659-9.
[AGENT][NEUTRAL] And then do you have a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] D of service [PII] and the allowed amount is $283.38.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and uh.
[CUSTOMER][NEUTRAL] August
[CUSTOMER][NEUTRAL] 8901.
[AGENT][NEUTRAL] And the bill amount again was $283.38.
[CUSTOMER][POSITIVE] Yes, it's right.
[AGENT][NEUTRAL] Do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I'm not showing any claims on file for 28338.
[CUSTOMER][NEUTRAL] But it's that for the state of service?
[AGENT][NEUTRAL] Correct. I do not see one on file.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I'm having the client number. Could you check with this?
[AGENT][NEUTRAL] What's the number you have?
[CUSTOMER][NEUTRAL] It's 020242755024 V. 500 X. 00.
[AGENT][NEUTRAL] That's not our claim number.
[AGENT][NEUTRAL] We're the members secondary insurance and we did not receive anything.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] For secondary, they didn't receive anything, right?
[AGENT][NEUTRAL] Correct, we don't have anything on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Shall I tell another
[CUSTOMER][NEUTRAL] Claim number, it's 3554915.
[CUSTOMER][POSITIVE] Coverage I think uh what you did, uh, from, uh, he was happy.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So this claim was received on [PII], processed [PII]. There was a paid amount of $80.37.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's through check, right?
[AGENT][NEUTRAL] It was a single check, yes. Check number 2024072.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Could you please repeat it again?
[AGENT][NEUTRAL] 2024072
[CUSTOMER][NEUTRAL] OK. Check it.
[CUSTOMER][NEUTRAL] Uh, I have.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was issued [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please fax the UB?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Can you spell your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]. Yes, right.
[AGENT][NEUTRAL] OK. Give it about 5 minutes to receive.
[CUSTOMER][NEUTRAL] Yeah, OK. Can I get the call reference number?
[AGENT][NEUTRAL] That would be my name with today's date. My name again is [PII], which is [PII] Last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] I