AccountId: 011433970860
ContactId: faedee1e-f0e7-4ab8-a4b8-9c0c6afc47d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381920 ms
Total Talk Time (AGENT): 126290 ms
Total Talk Time (CUSTOMER): 153185 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/faedee1e-f0e7-4ab8-a4b8-9c0c6afc47d0_20250501T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes Miss [PII], I have a couple of people I need to check on their claims.
[AGENT][NEUTRAL] OK, I can help you with claim status.
[AGENT][NEUTRAL] May I please get your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the first patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, we'll go with [PII]. Uh, her date of birth is [PII] and her policy number is 01457121.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I've got this [PII] pulled up and then can you please give me her date of service?
[AGENT][NEUTRAL] And the charge amount? Yes ma'am.
[CUSTOMER][NEUTRAL] And you build them out
[CUSTOMER][NEUTRAL] OK, her data service was 326 to $25 for $7,776.
[AGENT][NEUTRAL] OK and then what was her bill amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] What's what's left? Hold on just a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let me go down here and see.
[CUSTOMER][NEGATIVE] Well, you know what? I'm gonna have to take that back. You guys have paid this.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's her no that one hasn't been paid by her primary insurance. OK, uh OK, I'm sorry, that one's that one's been paid it wasn't 326 it was 1:15 yeah so that one's gone.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, well, we can move on to the next one.
[CUSTOMER][POSITIVE] Oh yeah, that was fast, wasn't it? OK.
[AGENT][POSITIVE] Yay, that was quick, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Tell me when you're ready for the next one.
[AGENT][POSITIVE] I'm ready for you.
[CUSTOMER][NEUTRAL] OK, his name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And his ID is [PII].
[AGENT][NEUTRAL] OK, let me pull him up.
[AGENT][NEUTRAL] OK, and then what is his data service and charge amount?
[CUSTOMER][NEUTRAL] His date of service was [PII] of $25 and the billed amount was $11,989.
[AGENT][NEUTRAL] OK, and then after the primary paid their part?
[CUSTOMER][NEUTRAL] Um, OK, let me see.
[CUSTOMER][NEUTRAL] I normally don't get asked that one so it throws me off. Uh, it should have been 1 that's OK. It should be $1,414.79 is what I'm showing.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, alright, thank you and then what is the name of the facility?
[CUSTOMER][NEUTRAL] Memorial Surgery Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, Miss [PII] for holding for me. So looking on [PII] for data service of [PII], I do not find a claim on file for him.
[CUSTOMER][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEGATIVE] OK, well that should have gone.
[AGENT][NEUTRAL] You can resubmit it. We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] OK, OK, because that should have gone out 33, let me see how she went it sent it out let me see.
[CUSTOMER][NEUTRAL] It went out on paper so we dropped it. OK, what is your, what is the mailing address so I know where I'm for sure sending it.
[AGENT][NEUTRAL] Yeah, I don't show
[AGENT][NEUTRAL] OK, the mailing address is [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and it's just a.
[AGENT][NEUTRAL] And if you want to send it electronically I have a payer ID number for you also.
[CUSTOMER][NEUTRAL] Uh, OK, what's, what's the payer ID?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, alright Miss [PII], can I get a reference number from you please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, alright, alright, [PII], I appreciate it thank you much.
[AGENT][POSITIVE] Well, we appreciate you Miss [PII] is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, I have, I have no more.
[AGENT][NEUTRAL] OK all right well you're done for the day it's time to go home.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's it. OK, thanks [PII] bye.
[AGENT][NEUTRAL] OK, thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye