AccountId: 011433970860
ContactId: f843dce0-4696-405e-a541-24c7a404e41d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357230 ms
Total Talk Time (AGENT): 75876 ms
Total Talk Time (CUSTOMER): 106818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f843dce0-4696-405e-a541-24c7a404e41d_20250220T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes, and what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, it would be [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Uh, sure, policy number would be 02250224.
[CUSTOMER][NEUTRAL] Name of the member is [PII] is the first name of the member and the date of birth would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull it up see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge amount is $350 even $350.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] And actually I.
[CUSTOMER][NEUTRAL] $70 even, $70.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's diagnostic center for Women LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up that claim for you, [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me, [PII]. I have the claim number for you. It is 3381531.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII].
[AGENT][NEUTRAL] The claim was denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Yeah, actually we have submitted that on [PII].
[AGENT][NEUTRAL] OK, I do not show that we have received it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually we have submitted primary it will be multiple times. Uh, before [PII], it was on [PII]. Can you check that once if you have received or not?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEGATIVE] No, I do not see anything received on [PII] either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[CUSTOMER][NEUTRAL] Uh, I just need to reverify the fax number. Is it [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK. OK, sure. Thank you so much. Uh, can you help me with the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for your help. Hope you have a wonderful day ahead.
[AGENT][POSITIVE] [PII], thank you for calling APL. You have a blessed day. Bye bye.
[CUSTOMER][POSITIVE] Bye bye take care.