AccountId: 011433970860
ContactId: f7309961-07bd-4e1d-86db-2afbfe9cb975
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779700 ms
Total Talk Time (AGENT): 163527 ms
Total Talk Time (CUSTOMER): 119179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f7309961-07bd-4e1d-86db-2afbfe9cb975_20250206T14:03_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is you. I'm calling from provider's office to check on the claim status for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. And do you mind repeating your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] That is 2369836.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII]. And date of birth, [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that claim status for [PII]. What is the data service, please?
[CUSTOMER][NEUTRAL] Yes, our data service [PII].
[CUSTOMER][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $17,035.66.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the facility name please, sir?
[CUSTOMER][NEUTRAL] Hendersonville Medical Center.
[AGENT][NEUTRAL] I do have a claim for Hendersonville Medical Center for Data Service 21424, but not for the amount that you stated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I is on file, am I correct?
[AGENT][NEUTRAL] I do have a claim on file, but it's not that total billed amount that you stated.
[CUSTOMER][NEUTRAL] But uh I have correspondence.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Um, that's fine. Take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, uh, I have the claim number 350, 3540872. Could you please verify that?
[AGENT][NEUTRAL] Yeah, that's the claim I was looking at. Now the total bill amount on that claim was $988.38.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, uh, upon checking from my end, there's a bill amount $17,0035.66. 1 moment.
[AGENT][NEUTRAL] Um, yeah, I'm gonna pull up an image of the claim and check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking a minute.
[AGENT][NEUTRAL] OK, yes, sir. You said 17,000?
[CUSTOMER][NEUTRAL] $35.66.
[AGENT][NEUTRAL] OK. All right, yes, so that is that claim they.
[AGENT][NEUTRAL] Keyed in a different number but it is that claim so yes sir so actually [PII] we are needing the primary EOB we are secondary.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the claim is pending for an EOB from their primary insurance, Health EZ.
[CUSTOMER][NEUTRAL] One second. Uh, primary payer name, may I know that primary payer name?
[AGENT][NEUTRAL] The primary insurance is Health, H E A L T H E Z as in Zulu.
[CUSTOMER][NEUTRAL] How may I know the policy member ID number?
[AGENT][NEUTRAL] I don't have that primary policy number information. You would need to contact the patient.
[CUSTOMER][NEUTRAL] Mm, uh, upon checking from my end, member of Signa for primary.
[AGENT][NEUTRAL] We have Healthy Z online.
[AGENT][NEUTRAL] On, in, in our system.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] So you might want to check with the patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just making sure.
[AGENT][POSITIVE] Didn't want to lose you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] Yeah, still checking.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yes, uh, may, may I know that, uh, primary career may confirm that Cigna are Health Easy.
[AGENT][POSITIVE] We have Health Easy on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Could you please verify that from your end, is there any policy number ID number for Health E?
[AGENT][NEUTRAL] We do not have that policy information. You would need to contact the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, when you receive this claim?
[AGENT][NEUTRAL] Uh, the claim was received. Let me go back and get that for you.
[AGENT][NEUTRAL] On [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, may I know that claim number?
[AGENT][NEUTRAL] That claim number is 354-0872. It's the same claim number you gave me.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] And [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nothing. Anything else from my end?
[AGENT][POSITIVE] No, I've got everything. Thank you so much. It's been such a pleasure to assist you. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Take care. Bye-bye. Have you.
[AGENT][POSITIVE] Thank you, [PII]. Thank you. Bye-bye.