AccountId: 011433970860
ContactId: fbabe4d1-01b0-4b07-8e2a-a25adc9f8e24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275540 ms
Total Talk Time (AGENT): 82221 ms
Total Talk Time (CUSTOMER): 92068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fbabe4d1-01b0-4b07-8e2a-a25adc9f8e24_20250605T16:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for James River Cardiology to check on a claim status.
[AGENT][NEUTRAL] OK, your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Do you have a phone number I can get?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02435030.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Uh yes. Uh, my, uh, sorry, claim status.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and the total bill amount is $372 even.
[AGENT][NEUTRAL] You said 3325?
[CUSTOMER][NEUTRAL] Yes, 303225.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] There's no claim on file for that data service.
[CUSTOMER][NEUTRAL] I got it. And also what's the policy effective and terminate for this number?
[AGENT][NEUTRAL] The effective date is [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] And also, can I get your family filing and mailing address to submit a claim?
[AGENT][NEUTRAL] We do not have timely filing. The address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] No, so can I get your payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. And also, I just want to reconfirm whether the rendering provider and the facility is credential with your insurance. Can you please verify for me?
[AGENT][NEUTRAL] This policy doesn't have a list of providers. It coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] OK. Actually, I just want to know whether the, I mean, uh, provider, [PII] is credential with your insurance or not, so you don't have that information?
[AGENT][NEUTRAL] What are you talking about credential with this policy doesn't have a list of providers.
[AGENT][NEUTRAL] So I'm not sure what.
[CUSTOMER][POSITIVE] I got it. Thank you so much.
[AGENT][NEUTRAL] What you're asking.
[CUSTOMER][NEUTRAL] Uh yes. I just want to know whether they are in network with your insurance or not, uh, I mean with their insurance.
[AGENT][NEUTRAL] This policy does not have a network.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Got it. And the call reference, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] Sure, well then thank you for your assistance and have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[AGENT][NEUTRAL] Bye-bye.