AccountId: 011433970860
ContactId: fd30f6e3-0b10-4fcf-927f-8aa768542cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1208489 ms
Total Talk Time (AGENT): 218222 ms
Total Talk Time (CUSTOMER): 217267 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/fd30f6e3-0b10-4fcf-927f-8aa768542cb0_20250407T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider's office to check a claiming status.
[AGENT][NEUTRAL] OK. And whom am I talking to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], do you have the policy number by chance?
[CUSTOMER][NEUTRAL] Yes, just a moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the policy number is 02444692 M as Mary L as Lima 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then do you have the data of er sorry, the date of service and charge amount by chance?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Um, the amount.
[CUSTOMER][NEUTRAL] Um, it's $175,777 with 80 cents.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just one moment to look up that claim for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you please repeat that charge amount for me one more time?
[CUSTOMER][NEUTRAL] Yes, it's $175,777.80. 175777 with 80 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I please put you on a brief hold just really quick?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ja
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[AGENT][NEUTRAL] So it, hey, so it looks like the $1000 557.
[CUSTOMER][POSITIVE] Hello, no problem.
[AGENT][NEUTRAL] Dollars 19 cents we paid.
[AGENT][NEUTRAL] And then do you have the
[CUSTOMER][NEUTRAL] 80 cents, no 90.
[AGENT][NEUTRAL] Yes, that one, that claim was paid. Do you want the claim number for that one?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that is 350.
[AGENT][NEUTRAL] 2932.
[CUSTOMER][NEUTRAL] Alright, so it's 3502932.
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, and.
[AGENT][NEUTRAL] OK. And then, do you have the admission date uh through the discharge date for that other amount?
[CUSTOMER][NEUTRAL] Um, what was that? You mean the.
[CUSTOMER][NEGATIVE] The I I didn't get the question.
[AGENT][NEUTRAL] So the admission date through the discharge date, um, the date that they
[AGENT][NEUTRAL] Admitted into the doctor's office or hospital and then the date that they were discharged?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] You mean the day that was built?
[AGENT][NEUTRAL] Um, so it's just the, so you gave me the date of [PII]. Does this, does this amount, is there a different date for this amount? Because I'm not seeing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That date for the.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] What is it? $75,777.80?
[CUSTOMER][NEGATIVE] No, that, that's the day, the, the date of service. I, I don't have another service.
[AGENT][NEUTRAL] You don't have another date?
[AGENT][NEUTRAL] Is it a facility charge?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the admission date? Do you have, do you see the admission date for the facility charge?
[CUSTOMER][NEUTRAL] So you said that.
[CUSTOMER][NEUTRAL] Just a moment, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's the the the that I have here [PII], you were asking for a primary OB, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so it just looks like that's not the data service that is in our system. We have [PII] for this amount.
[AGENT][NEUTRAL] I mean it's close to the 2nd.
[CUSTOMER][NEUTRAL] Alright, let me check in just a moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hi, um, I have a question. I just want to know if the primary will be arrived because I see here that you were requesting that and we said.
[CUSTOMER][NEUTRAL] The primary OB and that's the correct uh date of service because.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, so I called, uh, before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because they were needing the primary office.
[CUSTOMER][NEUTRAL] And and they found the the claim with that date of service.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Was, was it sent through mail, faxed or electronically?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Facts.
[AGENT][NEUTRAL] Fax, OK.
[AGENT][NEUTRAL] So we show a data service [PII].
[AGENT][NEUTRAL] To [PII] for the facility inpatient claim for the $175,000 777 dollars 80 cents.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the fax number that you guys have?
[CUSTOMER][NEUTRAL] Alright, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a sec.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright, the fax number is [PII].
[AGENT][POSITIVE] OK, perfect. That is ours.
[AGENT][NEUTRAL] OK. And the date that was sent?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, it looks like for this amount, we're still awaiting the EOB from the primary insurance.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You haven't received that right that was the only thing that I wanted to know. Can I get the reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, it's my first initial, my last name, so it would be [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] Alright, can you repeat your name for me again please? I'm sorry.
[AGENT][NEUTRAL] Yes. My name is [PII]
[AGENT][NEUTRAL] And my last name is [PII]
[CUSTOMER][NEUTRAL] Alright, got it, so that's the reference number, your first name, your last name, and today's date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it would be my first name, the last initial, and then today's date.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it and the fax number to send it is the same that's the the same fax number that I gave you.
[AGENT][POSITIVE] Yes, ma'am. Mhm, that's correct.
[CUSTOMER][POSITIVE] Alright, alright, thank you so much for your help. Have a great day. That, that was all.
[AGENT][POSITIVE] You're welcome. Yes. Thank you for calling APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.